Sr. Support Engineer - Frontline Central

at  Frontline Education

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.

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.

WHAT YOU BRING TO THE ROLE:

• Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
• Ability to research, analyze, develop, and recommend processes and procedures to improve the customer’s overall experience.
• Ability to analyze and influence support metrics, support channels and self-service tools to measure deflection of support.
• Detail oriented and self-motivated; ability to operate with little to no supervision.
• Ability to work self-sufficiently in a fast-paced environment.
• Ability to manage multiple clients & cases simultaneously with minimal supervision.
• Strategic influence: ability to maintain alignment with organizational objectives and build commitment for new initiatives.

THIS ROLE REQUIRES:

• Bachelor’s Degree in related field.
• Minimum of ten (10) years of prior relevant experience.
• SQL Server skills: advanced query skills, stored procedures, functions, reporting, etc.
• IIS Troubleshooting.
• Windows server configuration.
• Basic understanding of web APIs.
• Experience working with CSV, XML data.
• Experience working with Remote Desktop, and VPN.
• Experience with data reporting.
• Strong analytical and problem-solving skills.
• Excellent customer service skills.
• Strong conflict resolution skills.