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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer II - **Company:** Frontline Education - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - $76,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Artificial Intelligence, XMLSpy, JIRA, Data Integration, Data Synchronization, Lightweight Directory Access Protocols (LDAP), Microsoft SQL Server, Single Sign-On, SQL Server Reporting Services, Data Streaming, Systems Integration, Web Services, Extensible Markup Language (XML), File Transfer Protocol (FTP), Custom Reports - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5bbab4dc44e2a245 ## About the Role Do you have experience in Customer communication?, Do you have a Bachelor's degree?, * 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. ## Description 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. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Developer Time Is Valuable - Use the Right Tools - Kilian Valkhof](https://www.wearedevelopers.com/videos/1792-developer-time-is-valuable-use-the-right-tools-kilian-valkhof) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Skills-First Hiring: The Future of Work Needs More Than Resumes](https://www.wearedevelopers.com/videos/1319-skills-first-hiring-the-future-of-work-needs-more-than-resumes) - [Rust Beyond Systems: Revolutionizing Web Development](https://www.wearedevelopers.com/videos/1111-rust-beyond-systems-revolutionizing-web-development) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)