Support Engineer

5 days ago

San Francisco, United States Frontline Education Full time
Location Requirements: This position is based in the Pacific Time Zone.

Your role on the team:

The Support Engineer will be part of the Client Support Organization and report into a Client Support Manager. As a trusted advisor to Frontline Educations California clients, this role provides insight into best practices and a consultative approach to ongoing client support. The role will handle Tier 2 escalations related to data integrations across other client systems, inside and outside of Frontline, complex product issues, and complex report creation.

The Support Engineer also works to ensure our clients know how to fully maximize and adopt our Solutions to streamline and enhance their back-end operations and focus on their core business needs; provide proactive training and content curation that allow the district administrator and end users to utilize Frontline’s software solutions to reduce manual effort and foster self-service capabilities that save them time and effort. The Support engineer will utilize operational trends to identify opportunities to improve the speed and quality of the Client Success organization’s efforts, working closely with support teams, Learning and Professional Services organization to streamline and scale our processes and Services offerings to help ensure operational efficiency, and works closely with internal stakeholders for internal training and onboarding to ensure our Engineers are proficient and equipped to support the school district administrator effectively.

You can expect to:

  • Consult with clients on data integration issues, analyze system capabilities and client implementation to identify and resolve gaps or defects.
  • Create/modify customized reports as needed for client specific use:
    • Utilize SQL server to extract district data not available through front end solution.
    • Adjust existing data queries to meet client needs.
  • Make code adjustments as necessary to configure data integrations with external systems outside of Frontline.
    • Work with increased levels of database access used to manipulate and update data and/or system functionality.
  • Investigate issues related to data integration between Frontline solutions, applying specific system expertise where appropriate
  • Evaluate, verify, and test documented resolutions to ensure system integrity.
  • Vet bugs and defects, entering related problem and JIRA tickets (when appropriate), and communicating issues to Development and Product teams.
  • Guide the Client Support team in their ability to properly advise end-users on the thorough adoption of Frontline’s solutions.
    • Identify and lead initiatives to reduce incoming Support volume by curating the learning center content and promoting self-service capabilities that allow the district users to independently maximize their software solutions to streamline their back-end operations.
    • Develop, plan, and execute strategic projects to help address top support topics to drive down support volume over time.
  • Onboard and train support team members.
    • Develop and deliver onboarding for new employees and train employees on the full software solution offering.
    • Develop and deliver ongoing training for employees to deepen their solution knowledge and expertise.
    • Provide direct technical mentorship and feedback to Support Engineers.
    • Working closely with product teams to understand product changes and prepare and train our internal and external clients from an organizational readiness perspective.
  • Analyze data to determine opportunities for proactive client outreach and self-service offerings.
    • Bridge the gaps with Product/Development/Marketing to find ways customer support can provide the best voice-of-the-customer feedback to internal teams.
    • Collaborate with Learning team on Learning Center content curation and collaborate with stakeholders to prioritize new knowledge base content creation based on support volume trends and self-service needs.
  • Work with the Professional Services and Learning organizations to utilize support metrics, identify trends, and orchestrate external facing client training initiatives.
    • Manage and facilitate proactive client support initiatives to prepare clients for seasonally relevant needs.
  • Build resources for clients for free service options to address key trends.
What you bring to the role:
  • Strong communication skills.
  • Commitment to working through complex problems and complete 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.
  • Adapts well to change and demonstrates stability under pressure.
  • Detail oriented and self-motivated; ability to function independently.
  • Ability to effectively prioritize and execute tasks in a fast-paced environment.
  • Ability to manage multiple projects simultaneously with minimal supervision
  • Experience in Education or EdTech is a plus. Ability to communicate effectively with senior leaders and internal stakeholders.
  • Ability to analyze and identify improvements in service systems.
This role requires:
  • Bachelor’s degree in a related field required.
  • 5 + years' experience delivering customer service for SaaS based applications.
  • 2+ years' experience in second or third tier customer service positions (preferable).
  • 2+ years' experience in managing cross-team projects to completion.
  • Minimum of three (3) years of experience manipulating data through SQL server or equivalent level of comparable experience.
  • Experience in Project Management and/or Process Improvement
  • SQL proficiency, including querying and writing functions.
  • Experience working with LDAP, SFTP, XML data (MapForce, XMLSpy a plus).
  • Experience working with custom VB-Based Reports and SQL Reports.
  • Demonstrated understanding of common customer service tools and processes.
  • A track record of business process improvement.


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.

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