Support Engineer III

Support Engineer III - A&T

The Support Engineer III (Sr. Technical Support Analyst) is a member of the Client Support Organization and reports to a Sr. Support Manager. The Support Engineer III handles Tier 3-4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.

Responsibilities

Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.

Support clients through the full duration of Frontline's regular support hours, with occasional weekend hours required for urgent client issues or needs.

Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.

Provide direct technical mentorship and feedback to Technical Support Specialists.

Work with individual customers on requested services, integrations, maintenance, and troubleshooting.

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.

Troubleshoot technical issues that require extensive research and data review within the solution that CS Support levels 1-3 are unable to resolve.

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.

Analyze trends for ways to prevent future problems.

Handle at or above average number of requests/projects for Senior Technical Support Specialist group.

Vet bugs and defects, assist in entering related problem and JIRA tickets (when appropriate), and communicate issues to the 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.

Escalate requests when needed due to client sentiment to the Support Lead.

Follow up with clients following negative ratings to seek to improve client experience.

Be a culture carrier, embodying the company's core values internally and externally.

Contribute to the creation of internal and external documentation for complex issues and technical services.

Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.

Qualifications

Detail oriented and self-motivated; ability to operate with little to no supervision.

Ability to stay organized and manage deadlines on multiple simultaneous projects.

Ability to effectively prioritize and execute tasks in a fast-paced environment.

Experience in Project Management and/or Process Improvement (Six Sigma) is a plus.

Experience in Education or EdTech is a plus.

This role requires:

Bachelor's Degree in related field.

Minimum of five (5) 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 communication skills including the ability to present to smaller groups.