Support Engineer III

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 are a group of talented individuals who love what we do, working at a rapidly growing tech company supporting an appreciative and friendly customer base. We strive to think in terms of “we” instead of “me,” embracing servant leadership and valuing work-life balance. Frontline embraces diversity, equity, and inclusivity. We are committed to building a workplace that respects and supports all employees' identities.

Frontline Education is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

The perks of being a Frontliner: Frontline offers a competitive compensation package including a base salary, bonus structure, 401k match, and unlimited PTO. Our growth creates opportunities for career advancement and rewarding challenges. We also provide a tuition reimbursement program for eligible college coursework, depending on employment status and tenure.

Your role on the team: The Support Engineer III (Senior Technical Support Analyst) is part of the Client Support Organization, reporting to a Senior Support Manager. This role handles Tier 3-4 technical escalations and provides customized support related to data migrations, reporting, ETL, and system support for various client systems both inside and outside of Frontline.

• Assist support team in live queues during peak seasons; meet key performance metrics for support roles during this period.
• Support clients during Frontline's regular support hours, with occasional weekend work for urgent issues.
• Collaborate with Product and Development teams on troubleshooting, new feature rollouts, and larger initiatives.
• Mentor and provide feedback to Technical Support Specialists.
• Work directly with clients on services, integrations, maintenance, and troubleshooting.
• Address data integration needs, analyze system capabilities, and design customized solutions.
• Assist with data transfer via web services/API.
• Troubleshoot complex technical issues requiring extensive research and data review.
• Create and modify customized reports for clients and internal teams.
• Configure data integrations with external systems as needed.
• Analyze trends to prevent future issues.
• Handle a high volume of requests/projects, vet bugs, and communicate issues to stakeholders.
• Prioritize bugs for the Development team and communicate system outages.
• Tag requests appropriately, escalate when necessary, and follow up on client feedback.
• Promote company culture and contribute to documentation and knowledge sharing.

• Detail-oriented, self-motivated, and organized with the ability to manage multiple projects.
• Experience in Project Management and/or Process Improvement (Six Sigma) is a plus.
• Experience in Education or EdTech is a plus.
• Bachelor’s Degree in a related field.
• At least five (5) years of relevant experience.
• Advanced SQL Server skills, including queries, stored procedures, and reporting.
• IIS troubleshooting, Windows server configuration, and basic web API understanding.
• Experience with CSV, XML data, Remote Desktop, VPN, and data reporting.
• Strong analytical, problem-solving, and customer service skills.
• Excellent communication skills, capable of presenting to small groups.