Product Support Engineer - Level 1 Temp

About Us!

Founded in 2002 Raptor has partnered with more than 60000 schools in 55 different countries including 5300 K12 US school districts to provide integrated visitor volunteer attendance dismissal emergency management and safeguarding software and services covering the complete spectrum of school and student safety.

We are passionate about our mission to protect every child every school every day!

About the Role

As a Product Support Engineer Level 1 (Temp) you will be taking ownership and resolving any technical issues that our clients have. You will have a direct impact in ensuring our solutions are running efficiently to keep every student and all personnel in schools safe.

We are currently hiring for two types of temporary openings for this role both ending on October 31 2025:

1. PartTime 30 hours/week) This position will begin on June 30 2025 and run through October 31 2025.

2. FullTime 40 hours/week) This position can start immediately and run through October 31 2025.

This opportunity can potentially extend to a permanent position which will be discussed towards the end of the engagement.

Responsibilities

• Support external users with the operation of our software
• Handle inbound and outbound phone calls to assist clients with software or hardware issues using remote assistance tools
• Take ownership of issues reported/found with an emphasis on the needto research troubleshoot and identify software or processissues
• Deliver exceptional customer service while adhering to Support policies and processes
• Provide ondemand product training for new and existing clients through Support cases
• Adapt quickly to product and process changes in a fastpaced environment with multiple products and release cycles
• Appropriately manage time and maintain a high level of availability to handle incoming calls
• Handle a variety of hardware issues including multiple models of scanners printers and allinone PCs
• Understand and meet required KPIs for the Support department
• Document Support cases for the following products: User Management Visitor Management Volunteer Management and all hardware

Required Qualifications:

• 1 year of related experience in a technical or customer service role
• Creative thinking to resolve issues
• Above average written and verbal communication skills
• A passion for customer service
• Time management skills in a virtual workforce environment (working from home)
• A stable internet connection in a private environment

Preferred Qualifications:

• Associates Degree in Information Technology or relevant certifications
• Prior experience with Microsoft Word/Excel/Teams/Outlook
• Prior experience with Salesforce or otherCRM software
• Prior experience in a Windows 10/11 environment
• Prior experience working in a SaaS environment

• You join the gold standard in school safety software.
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe.
• You will work with diverse teams made up of some of the best minds in the industry.
• You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees.
• You will have access to a robust benefits package that includes:
• Remotefirst philosophy
• Flexible paid time off
• 11 Paid holidays per year
• Workplace flexibility

If you are a resident of California Colorado New Jersey New York or Washington please reach out to for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower based on nondiscriminatory criteria including but not limited to relevant professional experience geographic location knowledge skills and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer providing equal employment opportunities to all employees and applicants for employment without regard to race color religion gender sexual orientation gender identity or expression national origin age genetic information disability veteran status or any other characteristic protected by applicable federal state or local law. This policy applies to all terms and conditions of employment including recruiting hiring placement compensation training promotion transfer leaves of absence and termination.