Support Engineer II - CA ERP

A preferred internal candidate has been identified for this position. In keeping with Frontline’s commitment to transparency and fair opportunity, we’re sharing this posting so that any qualified internal employees who are interested may also apply and will be given full consideration.

This role will be posted for 5 days and will be posted until 9/2/26.

Location:

Remote, USA

Must work Pacific Time Zone hours

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 Finance, Payroll, HR at district level 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 salary range for this role is $60,000 to $70,000 per year, based on experience, skills, and internal equity.

In addition to base salary, this role includes bonus eligibility, a 401(k) match, ESPP, personalized PTO, and comprehensive health and financial benefits. Frontline also offers tuition reimbursement for eligible coursework based on employee status and length of employment.

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.

Your privacy is important to us. Please see Frontline’s general Privacy Statement and Applicant Privacy Statement for more information.