Support Engineer I - Absence Management

About This Role

As a Support Engineer I, you will resolve complex technical challenges for school districts, serving as a trusted advisor and offering best practices and guidance for Frontline’s solutions. This role involves addressing Tier 2 and above issues, collaborating with clients and internal teams to troubleshoot and document software problems.

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
• Act as a technical advisor to Frontline Education clients in effectively utilizing the solution
• Analyze client programs and provide recommendations to help client achieve goals and maximize results
• 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
• Independently resolve complex issues
• Meet and exceed defined KPIs (initial response time, average cycle time, CSAT)
• Evaluate client situations to determine whether problems are related to software development and interact with Technical Support on Level 3 issues

Requirements

• Experience in a customer-facing role, preferably in technical support or consulting
• Experience troubleshooting SaaS applications
• Experience with SQL, relational databases, and workload automation
• Experience using tools such as Zendesk, Salesforce, or NetSuite
• Comfort working independently on complex issues while collaborating across teams

Qualifications

• Bachelor’s degree and/or commensurate experience

Skills

* Required skills

Benefits