Director of Customer Solutions Engineering, RapidSOS
$210-240k
+ Equity
Emergency response data platform
Open for applications
Emergency response data platform
201-500 employees
Open for applications
$210-240k
+ Equity
201-500 employees
Company mission
To deliver life-saving data directly to 9-1-1 and first responders.
Role
Who you are
- 8+ years across software engineering, solutions engineering, forward-deployed engineering, implementation engineering, or similar technical roles, including 3+ years leading technical post-sales teams
- Strong software engineering fundamentals, with the ability to design systems, write and review production code, work with APIs and distributed systems, and debug complex issues
- Experience owning complex enterprise customer outcomes, not just implementation projects
- Experience leading teams that build customer-facing production software, integrations, and automation
- Genuinely hands-on and comfortable working directly with engineers and enterprise customers in high-stakes situations
- AI-forward in how you build software and lead teams, with experience using modern AI development tools to increase speed, quality, and capability
- Strong product and architecture judgment, including knowing when a solution should remain customer-specific and when it should become a reusable platform capability
- Exceptional ownership and comfort with ambiguity. You bring teams together across organizational boundaries and drive difficult problems to measurable outcomes
- Above all, we are looking for a technical leader who believes their responsibility doesn't end when the implementation is complete or the software ships. You own the outcome
- Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to apply; we’d be excited to see if your unique skill set and experience could be a match
What the job involves
- RapidSOS is looking for a Director of Customer Solutions Engineering to own the end-to-end technical success of our enterprise customers through implementation all the way to production, and continuous optimization
- This leader will foster strong alignment across Customer Solutions Engineering, Implementation Engineering, and Technical Account Management, helping establish clear accountability for customer outcomes. This is not a traditional implementation role. The team will build real production software when needed, including integrations, services, workflows, automation, and AI-powered solutions, while partnering with Product and Engineering to turn repeatable needs into platform capabilities
- A core part of this role is transforming a traditional implementation organization into a modern, AI-forward customer engineering team. This is also a hands-on role: you will stay close to our hardest customer problems, write code, architect solutions, troubleshoot issues, and work alongside the team. Every enterprise deployment your team ships is another link in the safety network — the faster and more reliably you get customers live, the faster your work helps people in emergencies where every second counts
- Own customer outcomes end to end. Be accountable from discovery and solution design through implementation, production readiness, ongoing technical ownership, and optimization
- Lead the Customer Solutions organization. Grow and develop as world class solutions engineering organization focused on delivering complex solutions in repeatable ways
- Transform the team into an AI-forward development organization. Move from configuration, tools, and manual implementation toward code, repositories, automated testing, CI/CD, observability, reusable components, and AI-assisted development
- Build software when the solution requires it. Own delivery of production services, applications, APIs, integrations, workflows, automation, and AI capabilities, with the engineering rigor required to operate them reliably
- Stay hands-on. Write code, architect solutions, prototype approaches, and troubleshoot difficult customer and production problems alongside the team
- Shape solutions before we commit. Partner with Sales and Sales Engineering to validate feasibility, architecture, scope, dependencies, and risks before commitments are made
- Own production readiness and ongoing technical success. Ensure solutions are tested, observable, supportable, and operationally ready, then work with the Technical Account Managers to maintain technical ownership after launch
- Orchestrate RapidSOS around the customer. Bring together Product, Engineering, Operations, Sales, and other teams to drive complex customer outcomes and technical escalations to resolution
- Turn customer learning into scale. Identify repeated needs and partner with Product and Engineering to turn them into reusable platform capabilities rather than one-off solutions
- Build a high-performing team and operating model. Hire and develop strong technical talent while establishing the standards, governance, tooling, and practices needed to scale without growing effort linearly
Our take
Emergency response services currently act exclusively on information provided by phone calls. Callers are usually vulnerable and panicked, and this has a negative effect on the expression of important information to phone call receivers. In addition, America's 9-1-1 system was built for landline phones, making it nearly impossible to digitally send data to first responders.
RapidSOS builds tools that provide caller data to emergency services to help them assess situations and make decisions faster. The startup utilizes data from mobile devices, smart devices and security systems to gain valuable insights into users' location, medical history and more. This helps produce a general profile on a caller ID, providing valuable contextual information in emergency situations.
The company continues to release new features and products, such as the first AI co-pilot for 911, and an intelligent safety platform for emergency responders. Having surpassed 1 billion emergencies supported, the company has raised a further round of funding to support continued scaling and the advancement of its tech.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-10% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Nov 2025
$100m
LATE VC
Mar 2024
$75m
SERIES C
Total funding: $497.8m
Company benefits
- Unlimited PTO
- Access to financial and legal resources
- 401(k)
- Commuter benefits
- Medical, dental, and vision plans
- Wellness benefits
- Charitble donation match
- Annual learning & development stipend
- One-time home office stipend
Company HQ
Murray Hill, New York, NY
Leadership
Michael Martin
(CEO)Attained an MBA at Harvard Business School, then became Senior Associate at Braemer Energy Ventures. Founded RapidSOS in 2012 when he spotted a gap in the market after his father suffered an accident.
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