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About the Role:
- Serve as primary escalation point for complex customer issues.
- Investigate technical issues and own escalations end-to-end.
- Filter Engineering-related issues with diagnostics.
Requirements:
- 2-3 years in technical support with networking, firewall, VPN knowledge.
- Experience with Datadog, Salesforce, and CCaaS.
- Strong communication and project-management skills.
Milestones:
- 30 days: Ramp on tools and workflows.
- 60 days: Own escalations and use AI tools.
- 90 days: Lead escalations with AI workflows.
Frontier
Frontier is a subsidiary of Fresh Prints that helps fast-growing companies build cross-functional teams abroad. Fresh Prints is a New York-based, fully remote 150-person company with most of its team based in India and the Philippines.