Frontline Education
Support Engineer II, Team Lead
🇺🇸 Hybrid - Wayne, PA
🕑 Full-Time
💰 $70K - $80K
💻 Information Technology
🗓️ November 5th, 2025
SQL
Edtech.com's Summary
Frontline Education is hiring a Support Engineer II, Team Lead. The role involves managing a support team by providing leadership, coaching, and daily operational direction, while also assisting with staffing, training, scheduling, and recognition programs to ensure quality customer service and timely issue resolution.
Highlights
- Lead and motivate a customer support team through coaching, training, and performance management.
- Manage support tickets, escalate client issues, and ensure service level agreements (SLAs) are met.
- Assist the Client Support Manager with staffing, scheduling, and employee recognition programs.
- Participate in recruiting and conducting interviews for new hires.
- Required skills include proficiency in SQL, experience with LDAP, SFTP, XML data, VB- and SQL-based reports, and strong analytical and communication abilities.
- Minimum of three years' experience with SQL server data manipulation and a bachelor's degree or equivalent experience.
- Salary range from $70,000 to $80,000 annually, with bonus eligibility, 401(k) match, ESPP, comprehensive health benefits, PTO, and tuition reimbursement.
- Collaborate across organizational levels including senior management and technical teams.
- Emphasizes a culture of servant leadership, teamwork, and continuous learning with AI integration.
- Supports employee well-being with personalized time off, volunteer time, wellness initiatives, and an Employee Assistance Program.
Support Engineer II, Team Lead Full Description
Support Engineer II, Team Lead
Location: United States
Description
Support Engineer II, Team Lead
Location: Hybrid to Wayne, PA or Naperville, IL (remote considered)
How You’ll Contribute to Our Mission
The Support Engineer II, Team Lead is ultimately responsible for providing quality and efficient customer service to customers through the daily management of the support team which may include assisting in hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving with team members. Additionally, the Support Team Lead is responsible for assisting the Client Support Manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs within the department.
How You’ll Drive Success
- 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 chat, phone and 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
- 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.
- Participate in the new hire recruitment process as needed with the Support Manager; to include phone and/or in-person interviews.
- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
- Perform the performance review process; which includes writing and delivering reviews with Manager or contributing comments on employee performance.
- Work collaboratively with Support Manager to address any employee performance concerns; work directly with employee to coach and mentor them with goal of driving performance back up to set standards.
- Approve employee time off requests while ensuring team remains properly staffed at all times.
- Work as a member/leader of special or on-going projects that are important to area/process improvement.
- Use appropriate judgment in upward communication regarding department or employee concerns.
What You Bring to Help Us Grow
- Ability to assess team members’ performance and provide motivational support.
- Ability to provide and support a vision and direction.
- Ability to interface with individuals at all levels within an organization, including senior management and technical roles.
- Ability to leverage cross functional business and technical teams to provide timely issue resolution.
- Heart for servant leadership and helping team members succeed.
- Creative problem solver with great attention to detail.
- Self-starter with versatility to manage a wide variety of projects and new requirements.
- Ability to work in a team-oriented, collaborative environment.
- A high degree of personal integrity and exemplary personal and professional ethical standards.
- Strong listening skills and ability to utilize consultative approach on issue resolution.
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: $70,000–$80,000 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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