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Implementation Support Engineer at Raptor Technologies. . Location: Remote - US. About Us!.  . . Founded in 2002, Raptor has partnered with more than . 60,000 . schools in . 55 different countries. , including 5,300+ K-12 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. n 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. . . . Qualifications:.  .  . . . 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%..  . . . . Able to climb a ladder safely when needed..  . . .  . . What's in it for you?.  . . . . 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: . . . . . 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. . . . .  . If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to . [email protected]. 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 non-discriminatory 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.