Raptor Technologies

Implementation Support Engineer

Raptor Technologies

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

Junior

Tech Stack

IoT

About the role

  • As an Implementation Support Engineer-Badge Alert you will play a key role in supporting the successful installation and operation of Raptor’s Badge Alert system.
  • This individual contributor role combines hands-on technical problem-solving with remote support responsibilities, ensuring installers and customers receive prompt, accurate, and thorough assistance.
  • You will serve as a primary point of contact for installer inquiries, facilitate installation check-out processes, and troubleshoot gateway connectivity and performance issues.
  • Your contributions will help guarantee smooth deployments and maintain Raptor’s reputation for delivering exceptional school safety solutions.
  • Responsibilities:
  • 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 and improve processes.
  • 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 (may involve climbing ladders).
  • Perform other relevant tasks as assigned.

Requirements

  • Associate’s Degree in a technical field required (Bachelor’s degree preferred).
  • Strong customer service skills, with excellent verbal and written communication abilities.
  • 1+ years of technical troubleshooting experience (software, hardware, or networking).
  • Experience with IoT devices or gateway systems a plus.
  • 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%.