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).
- 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%.
- Able to climb a ladder safely when needed.
Nice to Have
- Experience with IoT devices or gateway systems a plus.
Additional Information
- Ability to travel 25–50%
- Able to climb a ladder safely when needed
- Remote-first philosophy
- Workplace flexibility
- For candidates in California, Colorado, New Jersey, New York, or Washington: contact hr@raptortech.com for salary details
