IT Ops Engineer (Full Time, Remote)

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 :)

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 (Frontier)

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

About the Role

You will be the IT backbone for a 75-person fully remote company, growing conservatively over the next 12 months. You will own end-to-end IT operations — from the laptop that shows up at a new hire's door, to the automations that provision their accounts, to the LLM-powered internal tools that make the whole function scale. 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

• Run day-to-day IT help desk for ~75 employees (and growing), resolving 75+ tickets per week across software access, account provisioning, laptop issues, and general IT support
• Own the full laptop lifecycle — vendor pricing, procurement, Kandji-managed deployment, refreshes, and retrieval from voluntary and involuntary terminations
• Build and maintain automations across Zapier, Okta, Google Workspace, Jira, and Slack to eliminate repetitive IT work
• Develop internal tools and scripts that call LLM APIs (Anthropic, OpenAI, Gemini) to automate ticket triage, documentation, onboarding checklists, and other IT workflows
• Execute IT compliance and governance work in partnership with the Director of InfoSec — access reviews, evidence collection for SOC 2 and similar audits, policy enforcement in Okta and Kandji, and offboarding verification
• Partner with the Director of InfoSec and CFO to track software renewal dates, negotiate pricing, and flag consolidation opportunities
• Manage the Kandji, Okta, Jira, SentinelOne, and Google Workspace tool stack — configurations, integrations, and policy maintenance
• Execute employee onboarding and offboarding IT workflows with same-day turnaround
• Document everything — runbooks, automation logic, vendor contacts, asset inventory

Must-Have Qualifications

• 3+ years in IT operations, IT support engineering, or a similar role at a remote or distributed company
• Hands-on experience with an MDM platform for an Apple-based workforce (Kandji / Iru strongly preferred; Jamf or Intune acceptable)
• Hands-on experience administering an IdP (Okta preferred) — SSO configuration, SCIM provisioning, lifecycle policies
• Proven scripting ability in Python, JavaScript, or Bash — able to read and write code that calls REST APIs, not just run existing scripts
• Experience with SentinelOne or similar EDR tooling
• Demonstrated experience building production automations in Zapier, Make, or equivalent iPaaS tools
• Experience calling LLM APIs (Anthropic, OpenAI, Gemini) from scripts or internal tools to automate work — this is a hard requirement, not a nice-to-have
• Experience supporting IT compliance programs (SOC 2, ISO 27001, or similar) — access reviews, audit evidence collection, and policy enforcement from the IT control side
• Experience managing laptop fleets remotely, including shipping logistics and retrieval from remote terminations
• Strong written communication — this is a remote company and most support happens in Slack and tickets

Nice-to-Have Qualifications

• Jira admin experience (workflows, automation rules, custom fields)
• Experience with a GRC platform (Vanta, Drata, Secureframe) for automated evidence collection
• Prior experience at a company in the 75–250 employee range (you've seen what breaks at each stage)
• Vendor negotiation experience for SaaS renewals

What Success Looks Like

• 30 days: Fully ramped on the ticket queue; inventory of existing automations and LLM tools documented; laptop refresh calendar current.
• 90 days: Onboarding and offboarding workflows fully automated end-to-end; first new LLM-powered internal tool shipped; renewal calendar owned.
• 6 months: Measurable reduction in repetitive tickets (target: 20–30%) through self-service and automation; cross-trained backup for help desk coverage established.