Senior Support Engineer

Overview

Who we are : Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company. We are a group of talented individuals who love what we do, working in a rapidly growing tech environment that values customer satisfaction and a positive workplace culture. Frontline embraces diversity, equity, and inclusivity, striving to create a respectful and supportive environment for all employees. We are an equal opportunity employer.

The perks of being a Frontliner : Competitive compensation including base salary, bonuses, 401k match, unlimited PTO, and tuition reimbursement programs.

Your role on the team :

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

Responsibilities

• Handle Tier 4 escalations and support related to data migrations, reporting, ETL, and system support.
• Develop expertise in at least two solutions within your suite and support cross-solution support for at least one outside your primary suite.
• Investigate and resolve complex issues independently within SLAs, providing mentorship to support engineers levels I-III.
• Support clients throughout support hours, including occasional weekend work for urgent issues.
• Collaborate with Product and Development teams on troubleshooting, new features, and integrations.
• Assist clients with data transfer, report creation, system configuration, and troubleshooting.
• Analyze trends to prevent future issues and contribute to documentation and knowledge bases.
• Participate in customer events and communicate with clients about defect and enhancement statuses.

Qualifications

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