Technical Support Engineer-Level 1

Support Engineer, â?? 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

• 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

• 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

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.