Raptor Technologies · 5 hours ago
Technical Support Engineer-Level 1
Houston, TX
Part-time
Hybrid
Entry Level
1+ years expRaptor Technologies is a company dedicated to enhancing school safety through integrated software solutions. They are seeking a Technical Support Engineer - Level 1 to provide front-line technical support, troubleshoot issues, and ensure the reliable operation of their products for clients.
SecuritySoftware
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
Qualification
Required
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
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
Benefits
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
Company
Raptor Technologies
Raptor Technologies is a developer of visitor management systems used to provide possible protection for every child in school.
201-500 employees
H1B Sponsorship
Raptor Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
JMI Equity
2025-11-28Private Equity
2025-11-28Acquired
2018-11-19Private Equity
Leadership Team
Gray Hall
Chief Executive Officer
Recent News
2025-11-28
Company data provided by crunchbase