Frontline Education
Senior Support Engineer
SaaS
Edtech.com's Summary
Frontline Education is hiring a Senior Support Engineer. The role involves resolving advanced technical issues related to data migrations, integrations, and system performance while collaborating with cross-functional teams to improve system reliability and enhance customer experiences.
Highlights
- Lead resolution of complex technical escalations involving data, integrations, reporting, and system behavior.
- Design and support data integrations using APIs and web services.
- Collaborate with Product and Development teams to troubleshoot and support new releases.
- Create custom reports and optimize system configurations for clients.
- Mentor engineers and contribute to documentation for knowledge sharing.
- Extensive experience with SaaS or enterprise environments and data querying.
- Strong skills in API integrations, server troubleshooting, and application configurations.
- Compensation includes base salary range $85,000-$95,000, bonus opportunities, 401(k) matching, stock purchase plan, and health benefits.
- Support customers primarily in education sectors, including schools and districts.
- Strong communication and collaboration skills for technical and non-technical audiences.
Senior Support Engineer Full Description
Senior Support Engineer
Location: United States
Description
Senior Support Engineer
Location Remote, US
How you'll contribute to our mission
As a Senior Support Engineer, you play a critical role in ensuring schools and districts can rely on Frontline’s solutions every day. You bring clarity to complex challenges, helping customers navigate data, integrations, and system behavior with confidence.
You will serve as a trusted technical partner across teams, working closely with Product, Development, and Client Services to resolve issues, improve experiences, and strengthen the systems that support educators. Your work helps transform challenges into opportunities to learn, improve, and better serve the people who depend on our technology.
How you'll drive success
• Lead the resolution of advanced technical escalations involving data migrations, integrations, reporting, and system performance
• Investigate complex issues through deep analysis of data, system behavior, and client environments, delivering thoughtful and lasting solutions
• Design and support data integrations across internal and external systems, including APIs and web services
• Partner with Product and Development teams to troubleshoot issues, support new releases, and improve system reliability
• Create and refine custom reports to meet client-specific needs and provide meaningful insights
• Configure and optimize system settings to support seamless data flow and functionality
• Identify trends in support requests and proactively recommend improvements to prevent future issues
• Mentor and support fellow engineers, sharing knowledge and helping elevate team capabilities
• Contribute to internal and external documentation, strengthening knowledge sharing and self-service resources
• Collaborate directly with customers to provide guidance, technical expertise, and occasional training
• Support high-demand periods by assisting in live queues and ensuring a consistent, high-quality client experience
• Communicate clearly with stakeholders on system issues, enhancements, and priorities
• Investigate complex issues through deep analysis of data, system behavior, and client environments, delivering thoughtful and lasting solutions
• Design and support data integrations across internal and external systems, including APIs and web services
• Partner with Product and Development teams to troubleshoot issues, support new releases, and improve system reliability
• Create and refine custom reports to meet client-specific needs and provide meaningful insights
• Configure and optimize system settings to support seamless data flow and functionality
• Identify trends in support requests and proactively recommend improvements to prevent future issues
• Mentor and support fellow engineers, sharing knowledge and helping elevate team capabilities
• Contribute to internal and external documentation, strengthening knowledge sharing and self-service resources
• Collaborate directly with customers to provide guidance, technical expertise, and occasional training
• Support high-demand periods by assisting in live queues and ensuring a consistent, high-quality client experience
• Communicate clearly with stakeholders on system issues, enhancements, and priorities
What you bring to help us grow
• Extensive experience solving complex technical challenges in a SaaS or enterprise environment
• Strong background working with data, including querying, reporting, and transforming datasets
• Experience supporting integrations across systems, including working with APIs and structured data formats
• Ability to navigate and troubleshoot server environments and application configurations
• Proven ability to manage multiple priorities and deliver results in a fast-paced setting
• A thoughtful approach to problem-solving that balances technical depth with customer impact
• Experience collaborating across teams to improve processes, tools, and outcomes
• A commitment to continuous learning and staying current with evolving technologies
• Strong background working with data, including querying, reporting, and transforming datasets
• Experience supporting integrations across systems, including working with APIs and structured data formats
• Ability to navigate and troubleshoot server environments and application configurations
• Proven ability to manage multiple priorities and deliver results in a fast-paced setting
• A thoughtful approach to problem-solving that balances technical depth with customer impact
• Experience collaborating across teams to improve processes, tools, and outcomes
• A commitment to continuous learning and staying current with evolving technologies
What you'll need to thrive
• A proactive and self-directed approach, with confidence in handling complex challenges independently
• Curiosity and persistence when investigating issues that require deeper research and analysis
• Clear and empathetic communication when working with both technical and non-technical audiences
• A collaborative mindset that values knowledge sharing and team success
• Comfort adapting to changing priorities, tools, and customer needs
• A focus on improving experiences, not just resolving issues
• The ability to balance technical excellence with a strong sense of ownership and accountability
• Curiosity and persistence when investigating issues that require deeper research and analysis
• Clear and empathetic communication when working with both technical and non-technical audiences
• A collaborative mindset that values knowledge sharing and team success
• Comfort adapting to changing priorities, tools, and customer needs
• A focus on improving experiences, not just resolving issues
• The ability to balance technical excellence with a strong sense of ownership and accountability
Our Mission, Our People, Our Purpose
At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.
As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.
How We Support Growth, Balance, and Well-Being
• 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.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
• 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.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
Continuous Learning and Growth
• 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.
• 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.
Health, Happiness, and Purpose
• 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.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
• 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.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
Compensation & Benefits
Frontline offers a competitive compensation package that includes base salary range of $85-95,000.00 with bonus opportunities, 401(k) matching, employee stock purchase plan participation, and comprehensive health benefits. Team members also have access to personalized time off and tuition reimbursement to support ongoing growth and well-being.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of the transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.
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