Senior Support Engineer

Description

Location: Remote, US

How you'll contribute to our mission

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.

How you'll drive success

• Independently handle 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.
• Provide customized support related to 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…