Implementation Support Engineer - Remote

Overview

The Implementation Support Engineer plays a key role in supporting the successful installation and operation of Raptor’s Badge Alert system, ensuring installers and customers receive prompt and thorough assistance.

In Short

• Act as first-line help desk support for installers.
• Troubleshoot gateway issues and escalate complex problems.
• Collaborate with cross-functional teams to resolve installation challenges.
• Maintain detailed records of communications and troubleshooting steps.
• Create standard operating procedures and knowledge base articles.
• Participate in onboarding and training sessions.
• Travel to customer sites for troubleshooting and installations.
• Assist with installation tasks as needed.
• Perform other relevant tasks as assigned.

Requirements

• Associate’s Degree in a technical field required (Bachelor’s preferred).
• Strong customer service skills, with excellent verbal and written communication abilities.
• 1+ years of technical troubleshooting experience.
• Experience with IoT devices or gateway systems a plus.
• Highly organized and detail-oriented.
• Self-motivated and comfortable working independently.
• Ability to travel 25–50%.
• Able to climb a ladder safely when needed.

Benefits

• Remote-first philosophy.
• Flexible paid time off.
• Paid parental leave.
• 11 Paid holidays per year.
• Workplace flexibility.
• Affordable health coverage.
• 401(k) employer contribution.
• Company paid life insurance, STD, and LTD.
• Pet insurance.