Raptor Technologies is seeking an Implementation Support Engineer for our Badge Alert system. In this individual contributor role, you will combine hands-on technical problem-solving with remote support responsibilities to ensure successful installations and operations. You will be instrumental in providing prompt and accurate assistance to installers and customers.
What You'll Do
- Act as first-line help desk support for installers, addressing technical questions and providing guidance during installations.
- Troubleshoot gateway issues, escalating complex problems when necessary.
- Collaborate with cross-functional teams including Product, Implementation, and Support to resolve installation challenges.
- Maintain detailed records of installer communications, troubleshooting steps, and resolutions.
- Create standard operating procedures and knowledge base articles for gateways.
- Participate in onboarding and training sessions to develop deep product expertise.
- Travel to customer sites as needed for troubleshooting complex gateway issues and to assist with installations.
- Assist with occasional installation tasks when required.
What We're Looking For
- Associate's Degree in a technical field.
- Strong customer service skills, with excellent verbal and written communication abilities.
- 1+ years of technical troubleshooting experience in software, hardware, or networking.
- Highly organized, detail-oriented, and able to manage multiple priorities effectively.
- Self-motivated and comfortable working independently in a fast-paced environment.
- Ability to travel 25–50%.
- Able to climb a ladder safely when needed.
Nice to Have
- Bachelor's degree.
- Experience with IoT devices or gateway systems.
Team & Environment
You will collaborate with cross-functional teams including Product, Implementation, and Support. You will join a company passionate about protecting every child, every school, every day, where innovation and customer collaboration drive development. You will work with diverse teams and get exposure to strong mentorship and career advancement opportunities.
Benefits & Compensation
- 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.
- Company-paid life insurance, STD, and LTD.
- Pet insurance.
Work Mode
This is a remote position open to candidates within the United States.
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 law.
