Director, Customer Solutions Engineering

About the Position

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 trust and safety, pioneering, urgency, and purpose over pride, all of which support a company culture where people can innovate, collaborate, grow, and, above all, make an impact. If that sounds like an exciting opportunity, we want to hear from you!

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.

Responsibilities

• 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 a 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.

Requirements

• 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.

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 RapidSOS 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 $210,000 - $240,000. 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: RapidSOS Privacy for California Residents

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.