Technical Support Engineer-Level 1

Raptor Technologies • Houston, TX

2h • Hybrid

About The Position

As a Technical Support Engineer – Level 1, you will deliver front-line technical support to our clients, owning reported issues from initial investigation through resolution or escalation. This role contributes directly to the reliable operation of our products and the safety of students and school personnel. This is a hybrid position that will be required to be in the office three days a week.

Requirements

• 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

Nice To Haves

• 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

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees