Technical Support & AI Engineer (Full Time, 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

• 2–3 yrs of experience
• Networking
• Firewalls
• Datadog
• Salesforce
• HTML
• CSS
• Any graduate

Good to have

• Python
• JavaScript