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Technical Support Engineer-Level 1

Houston, Texas, United States

About Us! 

Raptor was founded in 2002 with the mission to protect every child, every school, every day. Today, Raptor is a school safety partner for 60,000 schools in 55 countries, providing SaaS and mobile technology as well as comprehensive training and consultation solutions across the entire school safety life cycle, ranging from crisis prevention and preparation to emergency response and recovery. Raptor’s globally integrated product portfolio supports a school’s foundation of safety and wellbeing, including Emergency Management, Campus Movement, Student Wellbeing and Safety Training and Compliance.

Position Overview: 

As a Technical Support Engineer – Level 1, you will deliver front-line technical support to our clients, owning reported issues from initial investigation through resolution or escalation. This role contributes directly to the reliable operation of our products and the safety of students and school personnel.  This is a hybrid position that will be required to be in the office three days a week. 

Job Duties & Responsibilities:  

  • Provide support to external users in the operation of company software 
  • Handle inbound and outbound phone calls to assist clients with software and hardware issues using remote assistance tools 
  • Take ownership of reported issues, with a strong emphasis on researching, troubleshooting, and identifying software or process-related problems 
  • Deliver exceptional customer service while adhering to established support policies and procedures 
  • Provide on-demand product training for new and existing clients through support tickets 
  • Adapt quickly to product updates and process changes in a fast-paced environment with multiple products and frequent release cycles 
  • Manage time effectively and maintain a high level of availability to independently handle incoming calls and support tickets 
  • Troubleshoot and resolve a variety of hardware and software issues via phone, chat, and email 
  • Understand and meet key performance metrics established for the technical support department 
  • Accurately document and manage support tickets and issues for assigned product

Qualifications: 

  • 1 year in a technical support or customer-facing role 
  • Creative thinking to resolve issues 
  • Above-average written and verbal communication skills 
  • Strong passion for delivering excellent customer service 
  • Proven time management skills in a remote or virtual work environment 
  • Ability to work independently while remaining collaborative with a distributed team 
  • A stable internet connection in a private environment 

Preferred Qualifications: 

  • Associate’s degree in a technology-related field, or relevant certifications 
  • Exposure to or interest in supporting Learning Management Systems (LMS) or education-focused technology 
  • Basic familiarity with Salesforce or other CRM tools, or a willingness to learn 
  • Comfortable using Microsoft 365 applications such as Word, Excel, Teams, and Outlook in a daily work environment 
  • Experience working in a Windows 10/11 environment, including basic troubleshooting 
  • Interest or some experience working with SaaS (cloud-based) applications 
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 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 
    • Paid parental leave 
    • 11 Paid holidays per year 
    • Workplace flexibility 
    • Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
    • 401(k) employer contribution to help you plan for the future 
    • Company paid life insurance, STD, and LTD 
    • Pet insurance

 

Due to the high volume of applications we receive, we are unable to personally respond to every applicant or provide individual feedback. Candidates selected to move forward will be contacted directly by our team. We appreciate your interest in Raptor Technologies.

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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