About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. A few years ago Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting you an interview for a full-time job within the month. Think of us as your personal talent agent, and good luck with the application :)

Please note: To ensure we find the best technical fit, our process will have a practical skills assessment prior to interviews.

ABOUT THE CLIENT

Balto’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.

Reports to: Director of InfoSec (functional) with dotted line to CFO for procurement matters

Location: Remote
Level: Mid to Senior (2–5 years of relevant experience)

Balto’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.

Reports to: Director of InfoSec (functional) with dotted line to CFO for procurement matters

Location: Remote (Frontier)

Level: Mid to Senior (3–5 years of relevant experience)

About the Role

You will own and scale IT operations for a 75-person fully remote company by combining modern IT administration with automation engineering and AI-powered tooling. From the laptop that arrives at a new hire's door to the automations that provision their accounts and the internal tools that eliminate repetitive work, you will build the systems that keep our business running efficiently and securely. You will also own day-to-day IT compliance and governance execution in partnership with the Director of InfoSec. This is a builder's role wearing a support hat, not the other way around.

Core Responsibilities

• Design, build, and own AI-powered automations and internal tools that automate every stage of the employee IT lifecycle, from onboarding and device provisioning to access management, compliance, ticketing, and offboarding.
• Own and execute the IT automation roadmap by identifying manual processes, rapidly prototyping solutions, measuring their impact, and continuously improving operational efficiency.
• Run day-to-day IT help desk for approximately 75 employees (and growing), resolving software access requests, account provisioning, laptop issues, and general IT support.
• Administer and optimize the company's Mobile Device Management (MDM) platform for an Apple-based workforce (Kandji preferred), including device enrollment, software deployment, security policies, compliance, and ongoing device management.
• Own the full laptop lifecycle, including vendor pricing, procurement, shipping, deployment, refreshes, repairs, and retrieval from voluntary and involuntary terminations.
• Administer and optimize the company's core IT platforms, including Okta, Google Workspace, Jira, SentinelOne, and their integrations, ensuring secure, reliable, and scalable operations.
• Execute employee onboarding and offboarding with same-day turnaround by automating provisioning, access management, device setup, and account deprovisioning wherever possible.
• Execute IT compliance and governance activities in partnership with the Director of InfoSec, including access reviews, audit evidence collection, policy enforcement, and support for SOC 2, ISO 27001, and similar compliance frameworks.
• Partner with the Director of InfoSec and CFO to manage software renewals, vendor relationships, contract negotiations, and SaaS cost optimization.
• Develop and maintain clear documentation for IT systems, automations, runbooks, asset inventory, vendor information, and operational procedures to ensure scalability and business continuity.

Must-Have Qualifications

• 3+ years in IT Operations, IT Support Engineering, or a similar role at a remote or distributed company.
• Hands-on experience using LLM APIs (Anthropic, OpenAI, Gemini, or similar) to build production automations, with the ability to evaluate, adapt, and deploy AI-generated solutions effectively.
• Hands-on experience managing an Apple-based workforce using an MDM platform (Kandji preferred; Jamf or Intune acceptable).
• Hands-on experience administering an IdP (Okta preferred), including SSO configuration, SCIM provisioning, and lifecycle policies.
• Proven scripting ability in Python, JavaScript, or Bash, including consuming REST APIs.
• Experience with SentinelOne or similar EDR tooling.
• Demonstrated track record of designing, building, and maintaining production automation solutions using APIs, scripting, AI, or automation platforms to eliminate manual work and improve operational efficiency.
• Experience supporting IT compliance programs (SOC 2, ISO 27001, or similar), including access reviews, audit evidence collection, and policy enforcement.
• Experience managing the remote laptop lifecycle, including provisioning, shipping, refreshes, and retrieval.
• Strong written communication skills in a remote-first environment.
• A builder mindset with the ability to work independently, navigate ambiguity, and design practical, scalable solutions with minimal direction.

Nice-to-Have Qualifications

• Jira administration experience, including workflows, automation rules, and custom fields.
• Experience with GRC platforms such as Vanta, Drata, or Secureframe for automated evidence collection and compliance management.
• Prior experience supporting a company with approximately 75–250 employees.
• Experience negotiating SaaS contracts, renewals, and vendor relationships.
• Experience delivering automation or systems integration projects that resulted in measurable operational improvements.
• Experience building AI-powered internal tools or agents using modern AI development tools such as Cursor, Claude Code, GitHub Copilot, or similar.

We encourage candidates to include links to automation projects, GitHub repositories, Loom videos, architecture diagrams, technical documentation, or other examples of internal tools or automations they've personally built.

What Success Looks Like

30 Days

• Fully ramped on the IT support queue.
• Existing automations, LLM-powered tools, and IT systems documented.
• Laptop inventory and refresh calendar validated and up to date.

90 Days

• At least one onboarding or offboarding workflow automated end-to-end.
• First AI-powered internal tool or automation deployed to production.
• Software renewal calendar fully owned and actively managed.

6 Months

• Achieve a measurable 20–30% reduction in repetitive IT tickets through automation and self-service.
• Deliver multiple production automations that improve IT efficiency and employee experience.
• Establish documented processes and cross-trained backup coverage for critical IT operations.

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.