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
The Technical Support Engineer-Level 3 acts as a senior, escalation-level technical support for external and internal clients, primarily in the K-12 space, while serving as a technical leader within the support organization. This role owns complex customer interactions, leads cross-department troubleshooting efforts, and participates in project-based and development-adjacent initiatives to improve product quality, support processes, and customer experience.
Responsibilities
- Serve as escalation point for complex or high-impact customer issues, including advanced technical troubleshooting and sensitive customer interactions
- Support external users with operation of the full Raptor product suite
- Handle inbound and outbound phone calls using remote assistance tools to resolve software, hardware, and network-related issues
- Take full ownership of reported issues with emphasis on research, root-cause analysis, and long-term resolution
- Deliver exceptional customer service while adhering to support policies, SLAs, and quality standards
- Provide on-demand product training to new and existing clients through support tickets and live sessions
- Lead cross-department troubleshooting efforts involving Development, Product, Infrastructure, and Customer Success
- Translate customer-reported issues into actionable technical findings for engineering and product teams
- Participate in project-based initiatives, including tooling improvements, internal automation, process redesign, and product enhancements
- Support development and implementation efforts by working with existing software components and infrastructure
- Troubleshoot network-related issues including connectivity, firewalls, ports, and VPNs
- Handle a variety of hardware issues including scanners, printers, all-in-one PCs, and peripheral devices
- Assist customers during on-site or remote implementations as required (travel up to 25%)
- Collaborate with Support Leadership and Team Leads on process, procedure, and workflow improvements
- Ensure the team receives training and notifications on new releases, features, and known issues
- Mentor and coach team members to promote technical growth and customer-first behavior
- Help translate organizational goals into team-level and individual execution plans
- Foster a culture of accountability, ownership, continuous improvement, and collaboration
- Independently manage workload while maintaining high availability for calls and tickets
- Meet or exceed defined support KPIs and performance metrics
- Participate in hiring activities including interviews and candidate evaluation
- Perform other duties as needed to support cross-department collaboration and operational success
Qualifications:
- Bachelor’s Degree in Information Technology or 2+ years of relevant technical or phone-based customer support experience
- 3+ years of experience in software development, web application infrastructure, systems integration, or application implementation
- Proven experience handling escalated customer interactions
- Strong troubleshooting skills across software, hardware, and networking domains
- Above-average written and verbal communication skills
- Strong time-management skills in a remote work environment
- Passion for customer service and problem ownership
- Ability to work effectively across multiple work streams and teams
- Network troubleshooting experience (connectivity, routing basics, ports, firewalls, VPNs)
- Advanced proficiency in:
- Visual Studio .NET (4.0+)
- C#
- IIS
- MS SQL Server (2008+)
- Proficiency with:
- ASP.NET
- HTML, CSS, JavaScript
- XML, AJAX
- TFS
- Solid understanding of industry standards, frameworks, and design patterns
- Experience working in Agile development environments
- Salesforce CRM experience is preferred
- Ticketing systems experience is preferred.
- CompTIA A+ certification is preferred.
- CompTIA Network+ certification is preferred.
- 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
- 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
If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to [email protected] 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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