Support Engineer I

Summary

Frontline Education is a company focused on transforming education through technology. They are looking for a Support Engineer I to provide deep technical support to clients, resolve complex issues, and enhance client satisfaction through effective problem-solving and consultation.

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 client 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 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

Skills

• 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
• Strong written and verbal 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
• 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

Qualifications

Must Haves

• 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
• Strong written and verbal 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
• 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

Benefits

• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• Bonus eligibility, 401(k) match, Employee Stock Purchase Plan (ESPP), and comprehensive health benefits.
• Personalized PTO and tuition reimbursement for eligible coursework.