Technical Support & AI Engineer (Full Time, Remote)
RemoteFull-time2–3 yrsPosted 4 weeks ago
Junior IT support role at Fresh Prints. Needs 2–3 years. Remote.
About the role
Technical Support & AI Engineer (Full Time, Remote) at Fresh Prints. Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity.
What you'll do
- Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity
- Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation
- Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop
- This is a project-management function as much as a technical one
- Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria (regression signal, multi-org symptom, confirmed defect
What you need
- Networking
- Firewalls
- Datadog
- Salesforce
- HTML
- CSS
Good to have
- Python
- JavaScript