Senior Support Engineer

Sr. Support Engineer (Tier IV)

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're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of "we" instead of "me." We believe in the philosophy of servant leadership and that it's all about putting others first. We also value the balance between family and work. Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.

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.

Responsibilities

• Independently handle Tier 4 technical HCM 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 HCM product 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 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 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.

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 work with Architect/Chief level developers on the strategic evolution of product, supportability, and "operationalization" of technology.
• Ability to communicate to senior-level K-12 customer technologists (CTO,CIO).
• 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.

• Bachelor's Degree in related field.
• Minimum of ten (10) years of prior relevant experience.
• Experience in HCM business functionality targeted HCM user functions and core business processes and outcomes.
• SQL Server skills: advanced query skills, stored procedures, functions, reporting, etc.
• IIS Troubleshooting.
• Windows server configuration.
• 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.