Technical Implementation Manager

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 emergency response. It harnesses artificial and human intelligence to fuse life-saving data from the world’s largest safety network, which includes over 700M+ connected devices and 200+ global technology companies. This intelligence is delivered to 23,000+ federal, state, and local agencies, serving one million first responders. RapidSOS has supported over one billion emergencies in 16 countries, powering RapidSOS HARMONY, the first purpose-built AI for public safety, designed to save critical time by automatically detecting emergencies, unifying real-time data and video streams, and coordinating a faster, more effective response. Learn more at www.RapidSOS.com.

What this role is about:
As a Technical Implementation Manager at RapidSOS, you will be a key player in delivering mission-critical installations of our platform to emergency communications centers. In this pivotal role, you will lead the charge in delivering our cutting-edge platform to emergency communications centers, ensuring that life-saving data reaches those who need it most. 

This role is highly dynamic, combining customer-facing relationship management with deep technical execution. You’ll own or assist with the post-sales implementation process for enterprise deployments, with a strong emphasis on VoIP call-taking system integrations, on-site hardware/software setup, and technical field readiness. You will frequently travel to customer sites across the U.S., working closely with public safety stakeholders to lead deployments and ensure our solutions are effectively implemented

You’ll thrive in this role if you have strong hands-on technical experience, a deep understanding of VoIP and network infrastructure, energized by field work, and can lead partners through successful deployments. If this sounds like you, we'd love to hear from you!

What you’ll do: 

• Manage and execute technical field deployments, including configuration, installation, and testing of VOIP-integrated RapidSOS solutions at emergency communications centers (ECCs)
• Own the end-to-end implementation timeline from onboarding to go-live and ensure all technical and logistical responsibilities are completed on-site, on-time, and to a high quality standard
• Travel frequently (75%) to public safety customer locations across the U.S. for on-site installs and technical troubleshooting
• Work closely with local IT teams, system administrators, and telephony providers to integrate RapidSOS products into varied communications environments
• Collaborate cross-functionally with Product, Engineering, Account Management, and Customer Success to escalate issues and optimize field execution 
• Act as the technical liaison and subject matter expert on VoIP infrastructure requirements and deployment best practices 
• Identify scope and technical risks, assist in overcoming limitations both internally and externally
• Gather feedback from field installs and customer interactions to drive continuous improvement in our implementation playbooks, processes, and documentation

What we’re looking for in our ideal candidate: 

• 5+ years of experience in a field implementation, VoIP systems engineering, or technical project management role with on-site deployment responsibility
• Deep working knowledge of VoIP infrastructure (e.g., SIP, PBX, SBCs), telephony, and ideally public safety technology ecosystems
• Proven experience with installing, configuring, and troubleshooting software/hardware solutions in live production environments
• Demonstrate the ability to represent RapidSOS with professionalism in highly visible customer settings, while leveraging strong communication and coordination skills to guide partners through technical implementation steps and timelines
• Demonstrates experience in project management, adept problem-solving abilities, and organizational skills, ensuring successful outcomes and efficient execution of tasks and initiatives
• A proactive solutions-first mindset with the adaptability & flexibility to thrive in a high-growth environment where priorities can shift quickly
• A team player with a low ego and high sense of mission alignment
• Ability and willingness to travel up to 75% of the time 

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

• Experience working at an ECC or knowledge of public safety including CAD, CHE, logging, NG911, 911 operations and call flow
• Knowledge of APIs
• ENP Certification

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 $115,000 - $135,000. This role will also be eligible to receive equity options.

If you are based in California, we encourage you to read this important information for California residents linked here: https://rapidsos.com/privacy/california/ #LI-Remote