Raptor Technologies · 7 hours ago
Technical Support Engineer-Level 3
United States
Full-time
Remote
Senior Level
5+ years expRaptor Technologies is a company dedicated to providing integrated software and services for school and student safety. The Technical Support Engineer-Level 3 acts as a senior technical support leader, managing complex customer interactions and leading troubleshooting efforts to enhance product quality and customer experience.
SecuritySoftware
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
Qualification
Required
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
Participate in hiring activities including interviews and candidate evaluation
Preferred
Salesforce CRM experience
Ticketing systems experience
CompTIA A+ certification
CompTIA Network+ certification
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