Edtech.com's Summary

Frontline Education is hiring a Support Engineer II. The role involves providing advanced technical support for complex data integrations and customizations, collaborating with clients and internal teams to resolve technical issues, optimize system performance, and enhance the reliability of Frontline's solutions to support educators and administrators.

Highlights

Consult with clients to design data integration solutions aligned with operational goals.
Manage advanced escalations involving integrations between Frontline products and external systems.
Configure and support custom submissions, web services, FTP imports, SSO, and reporting enhancements.
Use SQL Server extensively for data extraction, analysis, and query optimization.
Experience required with SQL, LDAP, SFTP, XML, VB-based reports, and strong Excel skills.
Bachelor's degree and minimum three years of relevant data manipulation experience.
Compensation ranges from $70,000 to $76,000, with bonus opportunities and comprehensive benefits.
Collaborate with Development and Product teams using JIRA for issue tracking and escalation.
Contribute to knowledge base development, mentorship, and continuous process improvements.
Support includes occasional weekend work and managing multiple technical requests and projects.

Support Engineer II Full Description

Support Engineer II

Location: United States

Description

Support Engineer II

Location

Remote, USA

How You’ll Contribute to Our Mission

At Frontline Education, our vision is clear: every school thriving, every community stronger. Our mission is to transform how schools work, so every educator and student succeeds.

As a Support Engineer II, you’ll play an important role in helping school districts maximize the value of Frontline’s solutions through advanced technical support, complex data integrations, and client-focused problem solving. You’ll partner closely with clients and internal teams to resolve sophisticated technical issues, improve system functionality, and deliver reliable, scalable solutions that support better outcomes for educators and administrators.

This role is ideal for someone who enjoys combining technical expertise with collaboration, curiosity, and a strong commitment to customer success.

How You’ll Drive Success

• Consult with clients to understand data integration needs, evaluate system capabilities, and design solutions aligned to client requirements and operational goals.

• Manage advanced technical escalations related to integrations between Frontline solutions and external systems.

• Configure and support complex customizations, including:
• Submission handlers
• Web services
• FTP server custom imports
• Single sign-on (SSO) configurations
• Reporting enhancements

• Support smaller-scale customizations, including workflow adjustments, approval configurations, and graphical updates.

• Create and modify customized reports to support client-specific business needs.

• Use SQL Server to extract, analyze, and manipulate district data not accessible through front-end solutions.

• Adjust and optimize existing data queries to meet evolving client requirements.

• Make code and configuration updates that support integrations with external systems and improve data flow reliability.

• Investigate and resolve issues involving data synchronization and integrations across Frontline products.

• Update data within impacted solutions and customize scripts to bridge systems effectively.

• Evaluate, validate, and test solutions to ensure system integrity, performance, and long-term stability.

• Analyze trends and recurring issues to proactively identify opportunities for prevention and process improvement.

• Manage a high volume of technical requests and projects while maintaining quality and responsiveness.

• Partner with Development and Product teams by documenting, vetting, prioritizing, and escalating bugs or defects through JIRA and related processes.

• Identify opportunities for Professional Services engagement and route billable work appropriately.

• Maintain accurate ticket categorization and documentation practices.

• Support positive client experiences by following up on escalations or negative feedback with empathy, accountability, and solution-oriented communication.

• Contribute to internal and external knowledge-sharing resources, including technical documentation and knowledge base content.

• Identify gaps in support documentation and recommend improvements that help teams and clients work more effectively.

• Provide mentorship, guidance, and technical feedback to Support Engineers while helping identify training opportunities based on escalation trends.

• Assist live support queues during peak periods and contribute to team-wide operational success.

• Support clients during Frontline’s regular support hours, with occasional weekend support required for urgent client needs.

What You Bring to Help Us Grow

• Bachelor’s degree in a related field.

• Minimum of three years of experience manipulating and managing data through SQL Server or comparable experience.

• Strong SQL proficiency, including querying and writing functions.

• Experience working with LDAP, SFTP, and XML data technologies; experience with MapForce or XMLSpy is a plus.

• Experience supporting custom VB-based reports and SQL reporting solutions.

• Strong Excel proficiency.

• Understanding of basic programming concepts and system integrations.

• Experience in Education or EdTech environments is a plus.

• Exposure to database administration concepts is a bonus.

• Experience with project management or process improvement methodologies such as Six Sigma is helpful.

What You’ll Need to Thrive

• Strong analytical thinking and problem-solving skills with attention to detail.

• Ability to manage multiple priorities and projects in a fast-paced environment.

• Comfort working independently while collaborating effectively across teams.

• A proactive, adaptable mindset with a willingness to continuously learn new technologies and tools.

• Strong communication skills, including the ability to explain technical concepts clearly to a variety of audiences.

• A collaborative approach that reflects Frontline’s values of Own It, Be Better Together, and Obsess Over Customer Success.

• Curiosity about how emerging technologies, automation, and AI-enabled workflows can improve support experiences, operational efficiency, and client outcomes.

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 full base compensation range for this position is $70,000-76,000.

Frontline offers a competitive compensation package that includes base salary, bonus opportunities, 401(k) matching, and comprehensive health and wellness benefits.

Additional benefits include:
• Personalized PTO
• Tuition reimbursement for eligible coursework
• Career development opportunities
• Employee-focused wellness resources
• A collaborative, mission-driven culture focused on meaningful impact

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.

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.

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 the hiring process. Any recordings, screenshots, or transcripts are used solely for recruitment and hiring purposes, stored securely, and only accessible to authorized hiring team members.

Candidates may request accommodations or opt out of transcription features by notifying their recruiter in advance. Frontline processes candidate information in accordance with applicable privacy and data protection laws.

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.

Original Job Description