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 Proven ability to meet KPIs like first call resolution and customer satisfaction. Strong analytical, communication, and customer service skills. Experience working with SQL Server, IIS, Windows Server, web APIs, CSV/XML data, Remote Desktop, VPN, and data reporting. Bachelor’s Degree in a related field and at least 10 years of relevant experience in HCM systems. #J-18808-Ljbffr