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'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. We believe this to be foundational in developing a strong community in our company. 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. The perks of being a Frontliner: Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, 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 Support Engineer I will be part of the Client Support Organization and report into a Director, Client Support. As a trusted advisor to Frontline Educations clients, this role provides insight into best practices and a consultative approach to ongoing client support. The role will act as the second line of support handling Tier 2 and above complex issues while helping to bring problems to resolution in a quick and professional manner. This individual will be responsible for working closely with clients and other Frontline Education employees to provide deep technical support for issues arising during the ongoing use of Frontline Education solutions Responsibilities Apply problem definition methodology and techniques to help clients define the scope of software problems. Understand and apply the administration, implementation and/or modification of Frontline Education software, particularly this solution. Act as a technical advisor to Frontline Education clients in effectively utilizing the solution to meet the unique needs of the school district. Analyze client programs and provide recommendations to help clients achieve goals and maximize results on both an ad-hoc and regular basis. Work with clients on in-app troubleshooting, consultation, or configuration/code changes independently for Tier 2 or above. Perform diagnostics with clients to collect information about problems to determine the source of errors. Document and log issues or solutions, track cases to maintain client history within Zendesk tracking system and follow issue progress through resolution. Demonstrates the ability to independently resolve complex issues. Meet and exceed defined KPIs (initial response time, average cycle time, CSAT). Continually seek opportunities to increase client satisfaction. Evaluates client situations to determine whether problem is related to development of software. Interacts with Technical Support on Level 3 support in assigned solution area for issues that require work by development or technology teams. Qualifications Strong written and verbal communication skills. Commitment to working through complex problems and completing tasks with a high level of accuracy and focus on satisfying the customer. Ability to collaborate and develop effective working relationships with other Frontline Education staff or additional stakeholders on difficult issues as needed. Skilled at identifying patterns and behaviors that can impact a client’s experience, both positive and negative. Actively contribute and work to improve customer self-help through the publication of technically and functionally accurate knowledge base articles. Operates with a goal to increase efficiency through automation or support deflection in alignment with company goals. Adapts well to change and demonstrates stability under pressure. This role requires: Bachelor’s Degree and/or commensurate experience. 4+ years’ experience in a customer-facing role, preferably as a technical support analyst or consultant. Experience with troubleshooting SaaS applications. Experience with SQL, Freighter and/or relational databases. Experience using Zendesk, Salesforce and/or NetSuite. Experience with Frontline Education self-service options for clients. Experience with automatic job scheduling and workload automation. #J-18808-Ljbffr