Field Service Network Engineer
About Us!
Raptor was founded in 2002 with the mission to protect every child, every school, every day. Today, Raptor is a school safety partner for 60,000 schools in 55 countries, providing SaaS and mobile technology as well as comprehensive training and consultation solutions across the entire school safety life cycle, ranging from crisis prevention and preparation to emergency response and recovery. Raptor’s globally integrated product portfolio supports a school’s foundation of safety and wellbeing, including Emergency Management, Campus Movement, Student Wellbeing and Safety Training and Compliance.
About the Role
The Field Service Engineer (Raptor Safety Specialist) serves as the primary technical liaison and trusted partner for school districts using Raptor Technologies solutions. This role ensures that district staff have a reliable, knowledgeable resource who can support troubleshooting, system optimization, staff training, and consultation across the full Raptor product ecosystem.
Supporting school buildings across Northern Virginia, the Advisor works directly with district administrators, school staff, and internal Raptor teams to maintain system reliability, resolve technical issues, and help customers maximize the value of their Raptor solutions.
This position requires a combination of technical troubleshooting, field service expertise,customer engagement, and training delivery, with regular travel to customer sites within a 100-mile radius.
Responsibilities:
- Serve as the district’s primary technical liaison and trusted advisor for all deployed Raptor solutions.
- Build strong relationships with school and district stakeholders to ensure successful system adoption and performance.
- Provide consultation and guidance on best practices, system usage, and operational optimization.
- Deliver Level 2 technical support for hardware, software, and integrated systems deployed in customer environments.
- Diagnose and resolve technical issues related to devices, networks, and system integrations.
- Coordinate with internal engineering and support teams when advanced troubleshooting is required.
- Conduct onsite service visits to perform system diagnostics, repairs, and maintenance.
- Perform preventative maintenance and system health checks to ensure reliable system performance.
- Support product installations, upgrades, and configuration updates across customer locations.
- Provide onsite and remote training sessions for school and district staff.
- Help customers understand system functionality, troubleshooting steps, and operational best practices.
- Support adoption of new features and product capabilities.
- Document service activities, troubleshooting processes, and resolutions within internal systems.
- Maintain inventory of service tools, replacement parts, and equipment.
- Ensure all service activities align with company service standards and customer expectations.
Qualifications:
- Associate’s or Bachelor’s degree in Information Technology, Electronics, Engineering, or related field or equivalent technical experience.
- 2–4+ years of field service, technical support, or systems troubleshooting experience.
- Experience supporting hardware systems, networking devices, or integrated technology platforms.
- Strong customer-facing communication skills with the ability to explain technical concepts to non-technical users.
- Excellent diagnostic and problem-solving abilities.
- Ability to work independently while managing service calls across multiple locations.
- Valid driver’s license and willingness to travel within a 100-mile radius of Northern Virginia.
- Ability to lift up to 30lbs and transport technical equipment when required.
What's in it for you?
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You join the gold standard in school safety software.
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You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe.
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You will work with diverse teams made up of some of the best minds in the industry.
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You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees.
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You will have access to a robust benefits package that includes:
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Remote-first philosophy
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Flexible paid time off
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Paid parental leave
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11 Paid holidays per year
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Workplace flexibility
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Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
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401(k) employer contribution to help you plan for the future
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Company paid life insurance, STD, and LTD
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Pet insurance
Due to the high volume of applications we receive, we are unable to personally respond to every applicant or provide individual feedback. Candidates selected to move forward will be contacted directly by our team. We appreciate your interest in Raptor Technologies.
If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to hr@raptortech.com 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.