Sr. Support Engineer-Special Programs Management

Overview

Sr. Support Engineer - Special Programs Management (SPM)Your role on the team:The Sr. Support Engineer (Tier IV) is a member of the Client Support Organization and reports to a Director, Client Support. The Sr. Support Engineer handles Tier 4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.

Responsibilities

You can expect to:

• Independently handle Tier 4 technical escalations and customized support related to data migrations, reporting, ETL and system support across other client systems inside and outside of Frontline.
• Provide customized support related to data integrations across other client systems and complex product issues. As a Sr. Support Engineer, you are expected to develop expertise in at least two solutions.
• Subject Matter Expertise for solutions within your own suite to independently investigate and remediate issues within defined SLAs. Cross skilled for at least 1 product outside of your suite (Tier 1 support).
  • Handle complex issues and problems and refer only most complex issues to higher-level staff. Possesses expert knowledge of subject matter. 
  • Evaluate functionality of specific portions or modules of an existing application.
  • Handle at or above average number of requests/projects for Support Engineer group.
  • Troubleshoot technical issues that require extensive research and data review within the solution that CS Support levels I-III are unable to resolve.
  • Provide direct technical mentorship and feedback to Support Engineers; levels I,II & III.
• Support clients through the full duration of Frontline’s regular support hours, with occasional weekend hours required for urgent client issues or needs.
• Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.
• Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.  
• Work with individual customers on requested services, integrations, maintenance, and troubleshooting; may provide technical training to clients or internal users.
• Address data integration needs, analyze system capabilities partnered with client specifications and design the solution to customize features accordingly.  
• Assist clients and third parties with data transfer via web services/API.
• Create/modify customized reports as needed for client specific use:
  • Troubleshoot and create complex data reports for clients that are used for IC and CS team members.
  • Create final reports for Clients who have churned.
• Make configuration adjustments as necessary to configure data integrations with internal and external systems outside of Frontline. 
• Regularly analyze & report out on trends for ways to prevent future problems. 
• Vet bugs and defects, assist the Support Engineer III- Solution Analyst in entering related problem and JIRA tickets (when appropriate), and communicate issues to internal stakeholders.
  • Prioritize bugs for Development team.
  • Communicate system outages to key partners and laisse with Development team.
  • Properly tag all requests with correct subcategory.
  • Properly address escalation requests from Support Engineers.  
  • Follow up with clients within 48 hours following negative ratings to seek to improve client experience. 
• Regularly contribute to the creation of internal and external documentation for complex issues, technical services and user guides. 
• Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.
• Participate in User Groups and other customer events and/or visits to glean customer issues, communicate product updates, make presentations and serve as SME.
• Communicate with customers regarding defect and enhancement status; consult with customers via CSM for enhancement ideas or product issues, especially for strategic or other key customers.
• Be a culture carrier, embodying the company's core values internally and externally.

Qualifications

What you bring to the role:

• Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
• Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience.
• Ability to analyze and influence support metrics, support channels and self-service tools to measure deflection of support.
• Detail oriented and self-motivated; ability to