Support Engineer III Special Programs Management

Location: Malvern

Overview

Support Engineer III - Special Programs Management (SPM)Your role on the team:The Support Engineer III (Sr. Technical Support Analyst) is a member of the Client Support Organization and reports to a Sr. Support Manager. The Support Engineer III handles Tier 3-4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.

ResponsibilitiesYou

can expect to:

• Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.
• Support clients through the full duration of Frontline’s regular support hours, with occasional weekend hours required for urgent client issues or needs.
• Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.
• Provide direct technical mentorship and feedback to Technical Support Specialists.
• Work with individual customers on requested services, integrations, maintenance, and troubleshooting.
• 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.
• Troubleshoot technical issues that require extensive research and data review within the solution that CS Support levels 1-3 are unable to resolve.
• 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.
• Analyze trends for ways to prevent future problems.
• Handle at or above average number of requests/projects for Senior Technical Support Specialist group.
• Vet bugs and defects, assist in entering related problem and JIRA tickets (when appropriate), and communicate issues to the internal stakeholders.
  • Prioritize bugs for Development team.
  • Communicate system outages to key partners and laisse with Development team.
  • Properly tag all requests with correct subcategory.
  • Escalate requests when needed due to client sentiment to the Support Lead.
  • Follow up with clients following negative ratings to seek to improve client experience.
• Be a culture carrier, embodying the company's core values internally and externally.
• Contribute to the creation of internal and external documentation for complex issues and technical services.
  • Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.

QualificationsWhat you bring to the role:

• Detail oriented and self-motivated; ability to operate with little to no supervision.
• Ability to stay organized and manage deadlines on multiple simultaneous projects.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Experience in Project Management and/or Process Improvement (Six Sigma) is a plus.
• Experience in Education or EdTech is a plus.

This role requires:

• Bachelor’s Degree in related field.
• Minimum of five (5) 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.
• Detail oriented and self-motivated; ability to operate with little to no supervision.
• Strong analytical and problem-solving skills.
• Excellent customer service skills.
• Strong communication skills including the ability to present to smaller groups.

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…