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Product Support Engineer - Level 1 (Temp)

Houston - Hybrid

About Us! 

Founded in 2002, Raptor has partnered with more than 60,000 schools in 55 different countries, including 5,300+ K-12 US school districts, to provide integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding software and services covering the complete spectrum of school and student safety. 

We are passionate about our mission to protect every child, every school, every day! 

About the Role

As a Product Support Engineer – Level 1 (Temp), you will be taking ownership and resolving any technical issues that our clients have. You will have a direct impact in ensuring our solutions are running efficiently to keep every student and all personnel in schools safe. 

We are currently hiring for two types of temporary openings for this role, both ending on October 31, 2025:

  1. Part-Time (30 hours/week) – This position will begin on June 30, 2025 and run through October 31, 2025.

  2. Full-Time (40 hours/week) – This position can start immediately and run through October 31, 2025.

This opportunity can potentially extend to a permanent position, which will be discussed towards the end of the engagement. 

Responsibilities 

  • Support external users with the operation of our software
  • Handle inbound and outbound phone calls to assist clients with software or hardware issues using remote assistance tools
  • Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues
  • Deliver exceptional customer service while adhering to Support policies and processes
  • Provide on-demand product training for new and existing clients through Support cases
  • Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles
  • Appropriately manage time and maintain a high level of availability to handle incoming calls
  • Handle a variety of hardware issues, including multiple models of scanners, printers, and all-in-one PC’s
  • Understand and meet required KPI’s for the Support department
  • Document Support cases for the following products: User Management, Visitor Management, Volunteer Management, and all hardware 

 

Required Qualifications:

  • 1 year of related experience in a technical or customer service role
  • Creative thinking to resolve issues
  • Above average written and verbal communication skills
  • A passion for customer service
  • Time management skills in a virtual workforce environment (working from home)  
  • A stable internet connection in a private environment 

Preferred Qualifications: 

  • Associate’s Degree in Information Technology, or relevant certifications
  • Prior experience with Microsoft Word/Excel/Teams/Outlook
  • Prior experience with Salesforce, or other CRM software
  • Prior experience in a Windows 10/11 environment
  • Prior experience working in a SaaS environment 

 

What's in it for you? 
  • You join the gold standard in school safety software. 
  • You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
  • You will work with diverse teams made up of some of the best minds in the industry.
  • You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
  • You will have access to a robust benefits package that includes: 
    • Remote-first philosophy 
    • Flexible paid time off 
    • 11 Paid holidays per year 
    • Workplace flexibility 

 

If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to hr@raptortech.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.

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