Frontline Education
Support Engineer I
SaaS
Salesforce
SQL
Edtech.com's Summary
Frontline Education is hiring a Support Engineer I. The role involves providing second-line technical support to school district clients by diagnosing and resolving complex issues, offering technical consultation, and improving client satisfaction through effective use and administration of Frontline Education software.
Highlights
- Deliver Tier 2 and higher technical support, troubleshooting SaaS applications for school districts.
- Serve as a trusted advisor, guiding clients on best practices and software configuration.
- Utilize SQL, relational databases, and automation tools to diagnose and resolve issues.
- Experience required with Zendesk, Salesforce, or NetSuite for case management and client tracking.
- Bachelor's degree or equivalent experience preferred, with a background in customer-facing technical roles.
- Collaborate across teams to address and escalate Level 3 issues involving development or technology teams.
- Salary range from $55,000 to $60,000 annually, with bonus eligibility and comprehensive benefits.
- Support includes personalized time off, tuition reimbursement, wellness programs, and AI-driven learning opportunities.
- Focus on maintaining transparency, documentation accuracy, and continual improvement in client support processes.
- Work aligns with Frontline Education's AI-first mission to enhance educational technology and client outcomes.
Support Engineer I Full Description
Support Engineer I
Location: United States
Description
Support Engineer I
Location Hybrid based in Wayne, Pennsylvania or Naperville, Illinois. Remote candidates will be considered.
How you’ll contribute to our mission
As a Support Engineer I at Frontline Education, you’ll help school districts succeed by resolving complex technical challenges with care, precision, and empathy. As part of the Client Support Organization, you’ll serve as a trusted advisor to clients—offering best practices, thoughtful consultation, and dependable guidance that helps them get the most from Frontline’s solutions.
This role supports Frontline’s evolution as an AI-first organization by pairing strong technical judgment with curiosity about smarter, more efficient ways to diagnose issues, surface insights, and improve the client experience—always keeping people, trust, and outcomes at the center of your work.
How you’ll drive success
You’ll operate as a second-line support partner, handling Tier 2 and above issues while collaborating closely with clients, peers, and internal teams. You’ll be encouraged to use technology and data responsibly to improve troubleshooting, documentation, and resolution workflows, while maintaining transparency, consistency, and a high standard of client care.
How you’ll drive success
You can expect to:
- 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.
- Demonstrate 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.
- Evaluate client situations to determine whether problems are related to software development and interact with Technical Support on Level 3 issues that require development or technology team involvement.
What you bring to help us grow
You bring strong written and verbal communication skills, a commitment to working through complex problems, and a customer-first mindset. You collaborate effectively across teams, recognize patterns that influence the client experience, and contribute to shared learning through accurate documentation and knowledge base content.
You look for thoughtful ways to increase efficiency—often through automation or support deflection—while adapting confidently to change and maintaining stability under pressure.
What you’ll need to thrive
- Bachelor’s degree and/or commensurate experience
- 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
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.
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.
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.
Compensation & Benefits
The salary range for this role is $55,000–$60,000 per year, based on experience, skills, and internal equity. This role also includes bonus eligibility, personalized time off, tuition reimbursement for eligible coursework, and comprehensive health and financial benefits.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We are intentionally building a workplace that respects, supports, and values the identities of all employees and strongly encourage applicants from a wide range of backgrounds to apply.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that may include photo capture and automated transcription features to support internal identification, note-taking, and evaluation consistency. A screenshot or photo may be taken at the start of the interview, and transcription may be enabled unless a candidate opts out in advance by notifying their recruiter.
All interview materials are used solely by Frontline’s hiring teams, stored securely, and handled in accordance with applicable data privacy laws and our Applicant Privacy Statement.
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