Sr. Support Engineer-Special Programs Management

Overview

Sr. Support Engineer - Special Programs Management (SPM) Your role on the team : 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.

Responsibilities

You can expect to :

• 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.

Troubleshoot and create complex data reports for clients that are used for IC and CS team members.

Prioritize bugs for Development team.

Qualifications

What you bring to the role :

This role requires :

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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