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Technical Account Manager

New York (Remote) or Boston (Remote)

In the time it takes you to read this job description, RapidSOS will have handled ~1,380 emergencies.

At RapidSOS, we are committed to using technology to build a safer, stronger future and working together to save lives. We’re in an exciting phase of growth, welcoming new members from across the globe to our mission-driven, ambitious, and inclusive team. Our work is founded on our values of elevating purpose, inventing tomorrow, delivering with urgency, serving with integrity, and winning together, all of which support a company culture where people can innovate, collaborate, grow, and, above all, make an impact. 

RapidSOS is ​​the leading public safety AI company that unlocks mission-critical intelligence for first responders and security teams – enabling faster, smarter and more accurate emergency response. Real-time data from the world’s largest safety network of 700M+ devices, 200+ global enterprises, and 23,000+ federal, state and local agencies fuels the RapidSOS HARMONY AI engine that delivers this intelligence to those who need it most. Learn more at www.RapidSOS.com.

What this role is about:
As a Technical Account Manager (TAM) at RapidSOS, you will serve as the primary technical partner for our monitoring company customers, including medical alert providers, security companies, and emergency response organizations. In this role, you’ll help ensure the systems behind emergency calls and alerts operate reliably and perform when they’re needed most, supporting organizations that depend on RapidSOS to deliver critical information during urgent situations.

This is a high-impact, customer-facing role focused on ensuring the reliability, performance, and continuous improvement of mission-critical call flows and integrations. You will operate at the intersection of customer operations, telephony, and engineering, helping customers run stable systems today while guiding them toward the next generation of the RapidSOS platform.

If you’re technical, customer-oriented, and thrive in real-time, high-stakes environments, this is an opportunity to play a key role in ensuring the technology supporting emergency response is reliable, resilient, and ready when people need help most.

What you’ll do: 

  • Own the technical relationship for a portfolio of monitoring company customers, acting as their trusted advisor and escalation point
  • Partner with customers to design, launch, and optimize call flows, including telephony routing, failover strategies, and integration patterns
  • Proactively monitor system performance, identify risks, and drive improvements to reliability, latency, and call success rates
  • Lead incident response coordination for customer-impacting issues, including root cause analysis and follow-through on remediation
  • Translate customer needs into actionable feedback for product and engineering teams, helping shape the roadmap
  • Guide customers through platform migrations, new feature rollouts, and architectural changes with minimal disruption
  • Work cross-functionally with engineering, product, support, and operations to ensure a seamless customer experience
  • Help customers adopt best practices around redundancy, monitoring, and scaling to handle real-world call volumes and spikes
  • Analyze metrics and trends (call volume, concurrency, failure rates) to drive continuous improvement
  • Build long-term relationships with both technical and operational stakeholders at customer organizations

What we’re looking for in our ideal candidate: 

  • 5+ years in a Technical Account Manager, Solutions Engineer, Support Engineer, or similar role supporting enterprise customers
  • Experience working with APIs, distributed systems, or cloud-based platforms
  • Comfortable working in environments where uptime, latency, and reliability matter
  • Ability to operate effectively during live incidents, maintain clarity under pressure, and drive timely resolution
  • Ability to understand end-to-end workflows across multiple systems, vendors, and failure points
  • Can translate complex technical issues into clear, actionable insights for both technical and non-technical stakeholders
  • Takes ownership of outcomes, follows through, and prioritizes effectively in fast-moving situations
  • Leverages data and metrics to guide decisions, and make informed recommendations
  • Ability and willingness to travel up to 10% 

Nice-to-have experience (but not required!):

  • Familiarity with telephony concepts (SIP, call routing, concurrency limits) is a big plus
  • Experience in telephony, contact centers, or VoIP systems
  • Experience working with monitoring companies, medical alert systems, or public safety technology
  • Familiarity with incident management, SLOs, or reliability engineering practices
  • Experience working with third-party vendors and integrations in production environments

What we offer: 

  • The chance to work with a passionate team on solving one of the largest challenges globally 
  • Competitive salary and benefits and equity participation 
  • A dynamic, flexible and fun start-up work environment with a highly talented team

If you're curious to learn more about RapidSOS, you can check out https://rapidsos.com/blog/ 

Starting pay for a successful applicant will depend on a variety of job-related factors, which may include experience, relevant skills, training, education, location, business needs, or market demands. The salary range for this role is $125,000 - $140,000. This role will also be eligible to receive equity options. #LI-Remote

RapidSOS is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. 

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.

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