Frontline Education
Support Engineer II, Team Lead
🇺🇸 Remote - US
🕑 Full-Time
💰 $65K - $70K
💻 Information Technology
🗓️ November 5th, 2025
SQL
Edtech.com's Summary
Frontline Education is hiring a Support Engineer II, Team Lead. This role leads and coaches B2C Support Engineers, drives performance metrics, resolves complex customer issues, and collaborates cross-functionally to improve service delivery and support processes.
Highlights
- Lead, coach, and support B2C Support Engineers, managing daily team operations and escalations.
- Drive performance against support metrics and ensure timely resolution of tickets within SLAs.
- Utilize SQL proficiency for data manipulation, and experience with LDAP, SFTP, XML, and custom VB and SQL reports is required.
- Provide technical mentorship, document complex issues, and participate in bug vetting and prioritization with Development and Product teams.
- Manage scheduling, training, and reward programs as part of team leadership responsibilities.
- Bachelor’s degree or equivalent experience with at least three years of SQL-related technical support experience.
- Strong communication, coaching, analytical, and problem-solving skills with demonstrated leadership or mentoring preferred.
- Compensation ranges from $65,000 to $70,000 annually, with bonus eligibility, 401(k) match, and comprehensive benefits included.
- Contribute to customer support for Frontline’s educators by supporting the full duration of regular support hours, occasionally including weekends.
- Works closely with internal teams to enhance customer experience and improve support knowledge base content.
Support Engineer II, Team Lead Full Description
Support Engineer II, Team Lead
Location: United States
Description
Support Engineer II, Team Lead – B2C
Location: Hybrid to Wayne, PA or Naperville, IL (remote considered).
How You’ll Contribute to Our Mission
This is an internal opportunity for the Support Engineer II, Team Lead (B2C) role within the HCM Support team. Reporting directly to the Support Manager, this position is ideal for team members looking to grow into a leadership role while directly contributing to the success of our B2C operations.
How You’ll Drive Success
- Lead, coach, and support B2C Support Engineers in their daily work
- Drive strong performance against key Support metrics
- Collaborate cross-functionally to resolve customer issues and enhance service delivery
- Identify and implement process improvements
- Act as the point of escalation for complex customer concerns
- Evaluate, verify and test documented resolutions to ensure system integrity.
- Analyze trends for ways to prevent future problems.
- Handle at or above average number of requests/projects for Support Engineer II-Technical Support Analyst group.
- Identify and communicate training needs for Support Engineer III’s based on trends in ticket escalations.
- Provide direct technical mentorship and feedback to Support Engineers.
- Responsible for vetting bugs and defects, entering related problem and JIRA tickets (when appropriate), and communicating issues to Development and Product teams.
- Prioritizing bugs for Development team.
- Identify billable/non-billable services to be delivered by Professional Services and submit requests to appropriate team.
- Properly tag all requests with correct subcategory.
- Escalate requests when needed due to client sentiment.
- Follow up with clients following negative ratings to seek to improve client experience.
- 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.
- Support clients through the full duration of Frontline’s regular support hours, with occasional weekend hours required for urgent client issues or needs.
Team Lead Responsibilities
- Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
- Motivate & inspire team members through servant leadership and by being an example.
- Active in the ticket queues 50% of time. Ensure tickets are responded to within SLA’s, assist with scheduling, fill in for people who are out of the office and handle escalations due to client sentiment.
- Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
- Schedule routine 1:1 sessions with each team member in order to provide the following:
- Statistical and performance feedback and coaching on a regular basis
- Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
- Statistical and performance feedback and coaching on a regular basis
- Ensure employees have appropriate training and other resources to perform their jobs.
- Assist Support Manager with daily operation of the customer experience to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
What You Bring to Help Us Grow
- Strong background in Customer Support
- Excellent communication, coaching, and problem-solving skills
- Ability to manage multiple priorities in a dynamic environment
- Demonstrated leadership or mentoring experience preferred
- Detail oriented and self-motivated; ability to operate with little to no supervision.
What You’ll Need to Thrive
- Bachelor’s Degree in related field or relevant comparable experience
- Minimum of three (3) years of experience manipulating data through SQL server or equivalent level of comparable experience.
- SQL proficiency, including querying and writing functions.
- Experience working with LDAP, SFTP, XML data (MapForce, XMLSpy a plus).
- Experience working with custom VB-Based Reports and SQL Reports.
- Proficient in Excel.
- Understanding of basic programming concepts.
- Strong analytical and problem-solving skills.
- Strong communication skills including the ability to present to smaller groups.
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.
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
Salary Range: $65,000–$70,000 per year (based on experience, skills, and internal equity).
Bonus eligibility, 401(k) match, ESPP, comprehensive health benefits.
Personalized PTO and tuition reimbursement for eligible coursework.
Bonus eligibility, 401(k) match, ESPP, comprehensive health benefits.
Personalized PTO and tuition reimbursement for eligible coursework.
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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