Technical Support Engineer-Level 3

Raptor Technologies

3h • Remote

About The Position

The Technical Support Engineer-Level 3 acts as a senior, escalation-level technical support for external and internal clients, primarily in the K-12 space, while serving as a technical leader within the support organization. This role owns complex customer interactions, leads cross-department troubleshooting efforts, and participates in project-based and development-adjacent initiatives to improve product quality, support processes, and customer experience.

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

Nice To Haves

• Salesforce CRM experience is preferred
• Ticketing systems experience is preferred.
• CompTIA A+ certification is preferred.
• CompTIA Network+ certification is preferred.

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

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: Mid Level
• Number of Employees: 101-250 employees