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Frontline Support Jobs (NOW HIRING)

Databento

Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. * Identify recurring questions and contribute improvements to documentation ...

Ashby

Director of Support Engineering - Americas

$160K - $218K/yr

Support Engineering is the bridge that helps frontline Support investigate those issues, helps Engineering focus on confirmed defects and roadmap work, and turns technical customer issues into ...

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How much do frontline support jobs pay per hour?

As of Aug 26, 2026, the average hourly pay for frontline support in the United States is $19.57, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $21.15 per hour, depending on experience, location, and employer.

What is a frontline support?

A Frontline Support role involves being the first point of contact for customers or clients who need assistance with a company's products or services. Frontline Support professionals handle inquiries, troubleshoot issues, and provide solutions or escalate problems to higher-level support if necessary. They play a crucial role in maintaining customer satisfaction and ensuring a positive experience. The job typically requires strong communication skills, patience, and a good understanding of the company's offerings.

What are the key skills and qualifications needed to thrive as a frontline support professional?

To thrive as a Frontline Support professional, you need strong problem-solving abilities, customer service skills, and typically a background in IT or relevant product knowledge. Familiarity with ticketing systems (like Zendesk or Freshdesk), CRM tools, and sometimes basic troubleshooting certifications (such as CompTIA IT Fundamentals) are commonly required. Excellent communication, patience, and the ability to remain calm under pressure help individuals stand out in this role. These skills ensure efficient issue resolution, positive customer experiences, and the smooth operation of support processes.

What are some common challenges faced by frontline support professionals, and how can they effectively manage them?

Frontline Support professionals often encounter challenges such as handling high volumes of customer inquiries, managing difficult interactions, and quickly adapting to new product updates or procedures. To effectively manage these challenges, it's important to develop strong communication skills, practice patience, and utilize available support resources like knowledge bases and escalation protocols. Collaborating closely with team members and regularly participating in training sessions can also help maintain up-to-date knowledge and foster a supportive work environment.

What is the difference between Frontline Support vs Customer Service Representative?

AspectFrontline SupportCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; technical certifications often preferredHigh school diploma or equivalent; customer service training beneficial
Work EnvironmentTechnical support centers, on-site or remoteCall centers, retail, or office settings
Industry UsageIT, telecommunications, technical fieldsRetail, hospitality, general services
Common Search/ComparisonTechnical skills, troubleshooting, support rolesCustomer interaction, communication skills

Frontline Support and Customer Service Representative roles both involve assisting clients, but Frontline Support typically requires technical knowledge and troubleshooting skills, often in IT or technical industries. Customer Service Representatives focus on general customer interactions, often in retail or service sectors. Understanding these differences helps job seekers find roles aligned with their skills and career goals.

More about Frontline Support jobs

What states have the most Frontline Support jobs?

States with the most job openings for Frontline Support jobs include:

What job categories do people searching Frontline Support jobs look for?

The top searched job categories for Frontline Support jobs are:

Frontline Support jobs near you
Infographic showing various Frontline Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $40,699 per year, or $19.6 per hour.

IT Frontline Support Technician II

JUB Engineers, Inc.

Coeur D Alene, ID • On-site

$28 - $36/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 8 days ago

Job description

Job Type
Full-time
Description
IT Frontline Support Technician II
Location: Coeur d'Alene, Idaho
At J-U-B ENGINEERS, Inc., our purpose is simple but powerful: Helping Each Other Create Better Communities. With over 20 offices across seven states, J-U-B is committed to creating an environment where employees feel supported, challenged, and connected to meaningful work.
We are looking for a collaborative and solutions-oriented IT Frontline Support Technician II. If you enjoy problem-solving, thrive in a team environment, and take pride in delivering accurate, high-quality work that helps drive business success, we'd love to meet you!
What You'll Do
The Frontline Technician III (Level 3) serves as the primary technical resource for frontline support and the key strategic partner to the Level 4 Lead. In the AEC (Architecture, Engineering, and Construction) sector, where downtime impacts project timelines and billable hours, this role maximizes endpoint uptime and safeguards essential production workflows.
As the Subject Matter Expert (SME) for specialized AEC desktop environments, including Autodesk, Bentley, and ESRI suites, the Level 3 Technician resolves complex technical issues beyond the scope of Tier 1 and Tier 2.
The Level 3 Senior Technician maintains queue health and builds technical redundancy among junior staff. This allows back-end teams, the Frontline Lead, and the IT Director to focus on enterprise infrastructure, security, and long-term technology planning.
Key Responsibilities
Endpoint Hardware & Operations
Perform advanced diagnostics and root-cause analysis on corporate workstations, laptops, and mobile devices.
Resolve advanced hardware and software issues.
Endpoint Networking
Identify and resolve client-side connectivity issues that limit access to production, development, test, or external resources.
Use command-line and packet-capture tools to determine whether performance issues originate at the local endpoint, the local area network, the local firewall, or the local router.
Windows Operating System
Deliver advanced support for Microsoft Windows, focusing on system performance and its effects on large engineering datasets.
Optimize disk, registry, network, and video settings to ensure system performance and stability.
AEC Software Support and Specialization
Serve as the SME for AEC software, delivering expert maintenance for Autodesk, Bentley, and ESRI (Geospatial) suites.
Enforce CAD team standards during software configuration to ensure optimal performance and consistency.
Knowledge Base (KB) Architect
The Level 3 Technician serves as a KB Architect, translating complex technical solutions into clear, standardized articles.
Knowledge Sharing
This role drives the Shift-Left strategy. Each Level 3 resolution must produce a Knowledge Base article that enables Level 1 and Level 2 technicians to resolve similar issues independently
Requirements
Minimum Qualifications
  • At least five years of progressive IT support experience, with a demonstrated history of resolving complex endpoint issues
  • A bachelor's degree is required. Alternatively, candidates with an associate degree in Information Technology or a related field must have two additional years of experience.
  • Maintenance of all Level 1 and Level 2 prerequisites (CompTIA A+)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

What We Offer
  • Competitive salary: $28.00 - $36.00 hourly, depending on experience
  • Professional development and career growth opportunities
  • Coaching and Mentorship programs
  • Performance bonuses for qualified employees
  • Generous vacation and sick leave programs (increases with tenure)
  • Medical, dental, vision, life, and disability insurance
  • 401(k) with company match and profit sharing
  • Education Reimbursement
  • Paid Holidays
  • Health club subsidy
  • A collaborative, team-centered work environment
  • Employee ownership opportunities after qualified years of service

The application window will be open through November 9, 2026. Applications will be reviewed frequently, and interviews may be scheduled throughout the posting period.
See our website for more benefit details: https://www.jub.com/our-benefits/
To apply for this position and learn more about J-U-B, please visit www.jub.com
Salary Description
$28.00 - $36.00 hourly, DOE

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