--- title: 'Technical Support & AI Engineer (Full Time, Remote) at Fresh Prints' canonical: 'https://feeny.ai/job/technical-support-ai-engineer-full-time-remote-fresh-prints-india-philippines-1xk3r828qyka' type: 'job' last_seen: '2026-10-19' --- # Technical Support & AI Engineer (Full Time, Remote) at Fresh Prints - **Company:** Fresh Prints - **Location:** India / Philippines - **Posted:** 2026-10-09 - **Last confirmed live:** 2026-10-19 - **Apply:** https://job-boards.greenhouse.io/freshprints/jobs/6220842004 ## Job description ## About Frontier [Frontier](https://www.hirefrontier.com/) is a subsidiary of [Fresh Prints](https://www.freshprints.com/?srsltid=AU7gw4WuRYrDDtrT4HYXATbhWyhQ2ziWiK6oMwg-55Eqwjb1OqRbaouT). Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier. We help companies grow cross-functional teams abroad. We hire the smartest people and place them into great companies. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to connect you with the right opportunity. ## About the client [Balto](https://www.balto.ai/)’s mission is to power a new era of knowledge work in the contact center, and we're creating awesome technology to do just that. If you're excited by the opportunity to join a dynamic team initiating a technological revolution in Real-Time Guidance, Balto is for you. More than just a company, Balto is a community. A community committed to empowering each of our members. This mission is at the heart of our organization. As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues. We are looking a Technical Support Engineer to join Balto's Support team. In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time. ## Key Responsibilities - 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, etc.) before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done - Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions - Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time - Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off ## Requirements - 2-3 years in a technical support, support engineering, or technical escalation role - Knowledge areas: - networking, firewalls, and VPNs; - softphone or CCaaS integrations; - log/observability tooling (Datadog or equivalent); - basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; - Salesforce Service Console or equivalent case-management tooling - Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution - Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving - Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources - Demonstrated experience using different AI tools and a general understanding of prompting - An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences - A critical thinker with the capacity to understand a complex technical problem - Self-motivated, detail-attentive, and able to continuously learn ## Preferred Qualifications - Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment - Familiarity with CCaaS platforms Performance Milestones 30 Days - Fully ramped on the support queue and escalation triage workflows. - Key technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered. - Active shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls. 60 Days - Independently diagnose and route new escalations against defined criteria without prompting. - Own multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation. - Actively utilize AI tooling to accelerate issue diagnosis and documentation write-ups. 90 Days - Full fluency on Engineering and Implementation escalation boundaries and cross-functional relationships. - Serve as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution. - Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency. Job Details: - Competitive Annual Salary - Shift: Monday–Friday, 8:00 AM – 5:00 PM EST. - Health Benefits, Equipment, and Paid Leaves - Type: Full-time REMOTE role. ## About Fresh Prints ## Company Overview - **One-liner**: Fresh Prints is a custom apparel company that designs and prints merchandise for collegiate organizations, schools, and businesses, operating through a network of student campus managers. - **Entity Type**: Private (bootstrapped, acquired by founders for $16,000) - **Headquarters**: New York, NY, USA (with offices in Manila, Philippines and Hyderabad, India) - **Founded**: 2009 - **Founders**: Originally co-founded by Jason Israel and Sasha Sherman; later acquired and led by Jacob Goodman, Josh Arbit (CEO), and Jolijt Tamanaha (co-owner) ## Core Business - **Primary industry**: Custom apparel / collegiate merchandise - **Target customers**: B2B (Greek organizations, student clubs, university departments, companies) and B2C (through campus managers) - **Mission or purpose statement**: Not publicly stated, but the company emphasizes "living and working with purpose," meritocracy, and investing in individual development. ## Products & Services - **Custom Apparel**: T-shirts, sweatshirts, sweatpants, bottles, hats, and other merchandise – designed and printed for student organizations, Greek societies, corporate clients, and events. (Service-oriented, design + printing) - **In-House Apparel Line**: Launched in 2021, a matching sweat set (sweatshirt and sweatpants) sold directly. (Retail product) - **Campus Manager Program**: A network of student representatives (380+ active) who sell to their campus communities, supported by training, design tools, and order financing. (Sales channel / internship program) ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Revenue reported as $40 million (2022) per Wikipedia; LinkedIn estimates $6.3M (possibly a different calculation). Conflicting reports – both cited. - **Notable Investors/Partners**: Bootstrapped; no external investors. Licensed vendor for Affinity Licensing (Greek organizations) and Collegiate Licensing Company (universities). - **Growth Signals**: - 380+ active campus managers, up from 120 in 2016 and 625 in 2022 (Wikipedia). - 400+ total team members, 928 employees on LinkedIn (including campus managers?). - Expanded into new verticals via "Frontier" division (real estate, luxury travel, jewelry, fintech). - Operating in 486+ schools, 16,566,500+ orders placed. ## Competitive Advantages - **Unique sales model**: A distributed network of college students (Campus Managers) who act as local brand ambassadors – low cost, high-touch, and scalable. - **Meritocracy**: Promotes a culture where "your voice is as loud as the quality of your input, not your title." - **Vertical integration**: In-house design, printing, and logistics across multiple countries. - **Strong brand affinity**: Trusted by major universities (e.g., University of Virginia, University of Florida, University of Pennsylvania). ## Strategic Focus - **Diversification beyond apparel**: The "Frontier" division is building new businesses in travel, real estate, jewelry, banking, and fintech staffing. - **Global expansion**: Operations in the US, India, and Philippines – with remote-first roles across these hubs. - **Talent development**: Heavy investment in internal training and career growth; 99% of campus managers say Fresh Prints helped them get jobs, and 87% say skills developed helped their career grow. ## Why Work Here - **Culture**: Meritocratic, purpose-driven, with a focus on individual development. The company values "ambitious" people who want to "live and work with purpose." - **Remote/Hybrid policy**: Multiple roles are remote (India, Philippines, US), though New York HQ is in Manhattan. Offices in Hyderabad and Manila. - **Perks**: Not detailed, but the company offers scholarships and a strong emphasis on growth and ownership. - **Engineering culture**: Growing tech team (Full Stack Engineer, ML Engineer, etc.) working on internal tools, signal processing, and e-commerce support. ## Sources 1. [freshprints.com](https://www.freshprints.com/about-us) 2. [greenhouse.io](http://job-boards.greenhouse.io/freshprints) 3. [wikipedia.org](https://en.wikipedia.org/wiki/Fresh_Prints) 4. [linkedin.com](https://www.linkedin.com/company/fresh-prints) 5. [apply.freshprints.com](https://apply.freshprints.com/careers-page/) ## Other roles at Fresh Prints - [Sourcing and Order Merchandiser 跟单](https://feeny.ai/job/sourcing-and-order-merchandiser-fresh-prints-guangzhou-qpxx02w93e3c) — Guangzhou, China / Dongguan, China - [Order Management Associate – Custom Apparel](https://feeny.ai/job/order-management-associate-custom-apparel-fresh-prints-india-philippines-pnwwyqmy1d0k) — India / Philippines - [Order Management Executive](https://feeny.ai/job/order-management-executive-fresh-prints-india-philippines-ajzyxdbdta3w) — India / Philippines - [Ticketing Coordinator](https://feeny.ai/job/ticketing-coordinator-fresh-prints-india-philippines-znzpbsp5r6zf) — India / Philippines - [Technical Designer](https://feeny.ai/job/technical-designer-fresh-prints-philippines-hr1gck0s4psm) — Philippines - [Fabric Sourcing Specialist 面料采购专员](https://feeny.ai/job/fabric-sourcing-specialist-fresh-prints-guangzhou-bgswcy1n9ag3) — Guangzhou, China / Dongguan, China - [Marketing Operations & AI Specialist (Full Time, Remote)](https://feeny.ai/job/marketing-operations-ai-specialist-full-time-remote-fresh-prints-india-hxff1tpwt84m) — India / Philippines - [Jr. HR Associate (Talent Acquisition)](https://feeny.ai/job/jr-hr-associate-talent-acquisition-fresh-prints-philippines-jepwr5gm4py9) — Philippines - [KOL Specialist](https://feeny.ai/job/kol-specialist-fresh-prints-philippines-rqe4pwjdtrd3) — Philippines - [Customer Support Specialist (Retail Operations)](https://feeny.ai/job/customer-support-specialist-retail-operations-fresh-prints-india-fknw5930kvks) — India