Senior Technical Account Manager

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.

• →Lead the technical strategy for a growing premier portfolio of monitoring company customers, acting as their most senior trusted advisor and executive escalation point.
• →Architect and oversee the design of enterprise-grade call flows, including advanced telephony routing, complex failover strategies, and custom integration patterns.
• →Proactively audit system performance across the enterprise, identifying systemic risks and driving large-scale improvements to reliability, latency, and call success rates.
• →Direct high-severity incident response coordination, conducting deep-dive root cause analysis and ensuring long-term remediation strategies are implemented across the customer base.
• →Synthesize complex customer requirements into high-level strategic feedback for product and engineering leadership to help define the long-term platform roadmap.
• →Orchestrate complex platform migrations and global feature rollouts, ensuring zero-downtime transitions for mission-critical services.
• →Collaborate cross-functionally with leadership in engineering, product, and operations to refine the customer experience and internal support workflows.
• →Establish and evangelize best practices regarding redundancy, monitoring, and massive-scale handling for real-world emergency spikes.
• →Mentor junior Technical Account Managers, providing guidance on technical troubleshooting and relationship management.
• →Analyze macro-level metrics and trends to drive continuous service improvement and business reviews with customer stakeholders

• 8+ years in a Technical Account Manager, Solutions Engineer, or similar senior technical role supporting large-scale enterprise customers. 
• Expert-level experience working with APIs, complex distributed systems, and cloud-based platforms. 
• A proven track record in environments where high uptime, low latency, and extreme reliability are non-negotiable. 
• Mastery in incident management, maintaining total composure under extreme pressure to drive rapid resolution during live emergencies. 
• Exceptional architectural vision, with the ability to map end-to-end workflows across vast networks of vendors and failure points. 
• Superior communication skills, capable of translating deep technical complexities into strategic insights for C-suite stakeholders. 
• High degree of autonomy and ownership, with the ability to prioritize high-impact tasks in a fast-moving, mission-critical environment. 
• Data-driven mindset, leveraging advanced analytics to guide technical decisions and recommendations. 
• Willingness to travel up to 10%

• Expertise in telephony concepts such as SIP, global call routing, and VoIP concurrency. 
• Extensive experience with Public Safety technology, medical alert systems, or high-volume contact centers. 
• Advanced knowledge of SRE (Site Reliability Engineering) practices, SLOs, and error budget management. 
• Experience managing complex, multi-party integrations in production-grade environments.

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 $150,000 - $180,000. 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.