Support Associate, RapidSOS
$40-57k
Emergency response data platform
Job no longer available
Emergency response data platform
201-500 employees
Job no longer available
$40-57k
201-500 employees
Company mission
To deliver life-saving data directly to 9-1-1 and first responders.
Role
Who you are
- You’ll excel in this role if you have worked within the public safety sector or in a SaaS company within a technical support function, thrive in a highly visible, customer-facing role, and are self-motivated with a low ego
- 1-3+ years of experience working in a technical support role (public safety knowledge is a plus!)
- Knowledge of troubleshooting software (web applications + mobile applications with basic configuration knowledge of Android & iOS) and hardware issues
- Strong written and verbal communication skills to internal and external stakeholders at all levels
- Experience with support ticketing systems (i.e. JIRA, FreshDesk, ZenDesk, etc.)
- Track record of managing multiple clients and concurrent projects/requests
- Has a customer-oriented mindset and truly commits to helping others
- Willingness to both work collaboratively and independently
- Ability and willingness to work Monday - Friday from 12PM - 9PM ET with flexibility as needed
What the job involves
- As a Support Associate, you will be an integral member of a team responsible for quickly resolving technical issues and providing guidance associated with the best use of RapidSOS while ensuring a positive customer experience
- In this role, you will optimize the customer experience interaction through ticketed requests from our customers and stakeholders, and also work cross-functionally with internal teams to define and resolve issues
- Act as the first point of contact for all incoming inquiries from Regional BD / Sales teams, Emergency Communication Centers, B2B Integration Partners, and First Responders via email, ticket, phone, or chat
- Troubleshoot and resolve Tier 1 issues with software and hardware, escalating as needed, and provide ongoing support of RapidSOS products and services to ensure customer satisfaction
- Document and share issues or bugs to internal stakeholders such as Engineering and Product teams
- Maintain positive communication in a timely manner and collaborate well with business users and team members
- Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to RapidSOS services
- Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
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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