Raptor Technologies

Technical Support Engineer – Level 3

Raptor Technologies

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ASP.NETFirewallsJavaScriptMS SQL Server.NETSQLTFS

About the role

  • 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

Requirements

  • 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.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Visual Studio .NETC#IISMS SQL ServerASP.NETHTMLCSSJavaScriptXMLAJAX
Soft skills
troubleshootingcommunicationtime-managementcustomer serviceproblem ownershipcollaborationmentoringcoachingaccountabilitycontinuous improvement
Certifications
Bachelor’s Degree in Information TechnologyCompTIA A+CompTIA Network+