Senior Support Engineer

Senior Support Engineer

Location: Remote, US

How you'll contribute to our mission

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.

How you'll drive success

• Independently handle 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.
• Provide customized support related to data integrations across other client systems and complex product issues. As a Sr. Support Engineer, you are expected to 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, and refer only most complex issues to higher-level staff. Possesses 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 within the solution that CS Support levels I-III are unable to resolve.
• 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 for urgent client issues or needs.
• Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.
• 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; may provide technical training to clients or internal users.
• Address data integration needs, analyze system capabilities partnered with client specifications and design the solution to customize features accordingly.
• 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 that are used for IC and CS team members.
• Create final reports for Clients who have churned.
• Make configuration adjustments as necessary to configure data integrations with internal and external systems outside of Frontline.
• 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 (when appropriate), and communicate issues to internal stakeholders.
• Prioritize bugs for Development team.
• Communicate system outages to key partners and laisse 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 to seek to improve client experience.
• Regularly contribute to the creation of internal and external documentation for complex issues, technical services and user guides.
• Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.
• Participate in User Groups and other customer events and/or visits to glean customer issues, communicate product updates, make presentations and serve as SME.
• Communicate with customers regarding defect and enhancement status; consult with customers via CSM for enhancement ideas or product issues, especially for strategic or other key customers.
• Be a culture carrier, embodying the company's core values internally and externally.

What you bring to help us grow

• 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 to measure deflection of support.
• 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 and build commitment for new initiatives.

What you'll need to thrive

• 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.

Our Mission, Our People, Our Purpose

At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.

As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.

How We Support Growth, Balance, and Well-Being

• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• 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.
• Our Philosophy: We believe time away from work helps you bring your best self to it.

Continuous Learning and Growth

• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.

Health, Happiness, and Purpose

• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional 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 and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.

Compensation & Benefits

This role is eligible for Frontline’s comprehensive benefits package, including bonus eligibility, 401(k) match, Employee Stock Purchase Plan, comprehensive health benefits, personalized time off, paid sick time, and tuition reimbursement for eligible coursework.

The full base salary range for this position is between $90,000 and $110,000.

Inclusion, Belonging & Equal Opportunity

Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.

Interview Process & Data Privacy

As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription m