[Hiring] Senior Support Engineer @Frontline Education

Role Description

The Sr. Support Engineer (Tier IV) is a member of the Client Support Organization and reports to a Director, Client Support. The Sr. Support Engineer handles Tier 4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.

• Independently handle Tier 4 technical escalations and customized support related to data migrations, reporting, ETL and system support.
• Provide customized support related to data integrations across other client systems and complex product issues.
• Develop expertise in at least two solutions.
• Subject Matter Expertise for solutions within your own suite to independently investigate and remediate issues within defined SLAs.
• Cross skilled for at least 1 product outside of your suite (Tier 1 support).
• Handle complex issues and problems, referring only the most complex issues to higher-level staff.
• Possess expert knowledge of subject matter.
• Evaluate functionality of specific portions or modules of an existing application.
• Handle at or above average number of requests/projects for Support Engineer group.
• Troubleshoot technical issues that require extensive research and data review.
• Provide direct technical mentorship and feedback to Support Engineers; levels I, II & III.
• Support clients through the full duration of Frontline's regular support hours, with occasional weekend hours required.
• Assist support team in live queues during peak season.
• Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.
• Work with individual customers on requested services, integrations, maintenance, and troubleshooting.
• Address data integration needs, analyze system capabilities partnered with client specifications.
• Assist clients and third parties with data transfer via web services/API.
• Create/modify customized reports as needed for client specific use.
• Troubleshoot and create complex data reports for clients.
• Create final reports for Clients who have churned.
• Make configuration adjustments as necessary to configure data integrations.
• Regularly analyze & report out on trends for ways to prevent future problems.
• Vet bugs and defects, assist the Support Engineer III- Solution Analyst in entering related problem and JIRA tickets.
• Prioritize bugs for Development team.
• Communicate system outages to key partners and liaise with Development team.
• Properly tag all requests with correct subcategory.
• Properly address escalation requests from Support Engineers.
• Follow up with clients within 48 hours following negative ratings.
• Regularly contribute to the creation of internal and external documentation.
• Include knowledge base content on each request as appropriate.
• Participate in User Groups and other customer events and/or visits.
• Communicate with customers regarding defect and enhancement status.
• Be a culture carrier, embodying the company's core values.

Qualifications

• Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
• Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
• Ability to analyze and influence support metrics, support channels and self-service tools.
• Detail oriented and self-motivated; ability to operate with little to no supervision.
• Ability to work self-sufficiently in a fast-paced environment.
• Ability to manage multiple clients & cases simultaneously with minimal supervision.
• Strategic influence: ability to maintain alignment with organizational objectives.

Requirements

• Bachelor's Degree in related field.
• Minimum of ten (10) years of prior relevant experience.
• SQL Server skills: advanced query skills, stored procedures, functions, reporting, etc.
• IIS Troubleshooting.
• Windows server configuration.
• Basic understanding of web APIs.
• Experience working with CSV, XML data.
• Experience working with Remote Desktop, and VPN.
• Experience with data reporting.
• Strong analytical and problem-solving skills.
• Excellent customer service skills.
• Strong conflict resolution skills.

Benefits

• Personalized Time Off: Take time when it's needed most.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• World-Class Learning Access: Explore thousands of on-demand courses.
• Leadership & Technical Skill Building: Develop new capabilities.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology.
• Tuition Reimbursement: Invest in formal education to advance your skills.
• Ongoing Learning Culture: Participate in company-led webinars.
• Wellness Initiatives: Company-sponsored programs that support well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family's needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness.
• A Culture That Cares: We want every team member to learn, grow, and thrive.
• This role is eligible for Frontline's comprehensive benefits package.
• The full base salary range for this position is between $90,000 and $110,000.