---
title: 'Director, Customer Solutions Engineering at RapidSOS'
canonical: 'https://feeny.ai/job/director-customer-solutions-engineering-rapidsos-united-states-3g0jtfe4vczq'
type: 'job'
last_seen: '2026-09-07'
---

# Director, Customer Solutions Engineering at RapidSOS

- **Company:** RapidSOS
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-07-27
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.greenhouse.io/rapidsos/jobs/5193990007

## Job description

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](http://www.rapidsos.com).

What this role is about:

RapidSOS is looking for a Director of Customer Solutions Engineering to own the end-to-end technical success of our enterprise customers through implementation all the way to production, and continuous optimization.

This leader will foster strong alignment across Customer Solutions Engineering, Implementation Engineering, and Technical Account Management, helping establish clear accountability for customer outcomes. This is not a traditional implementation role. The team will build real production software when needed, including integrations, services, workflows, automation, and AI-powered solutions, while partnering with Product and Engineering to turn repeatable needs into platform capabilities.

A core part of this role is transforming a traditional implementation organization into a modern, AI-forward customer engineering team. This is also a hands-on role: you will stay close to our hardest customer problems, write code, architect solutions, troubleshoot issues, and work alongside the team. Every enterprise deployment your team ships is another link in the safety network — the faster and more reliably you get customers live, the faster your work helps people in emergencies where every second counts.

What you’ll do:

- 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 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.

What we’re looking for in our ideal candidate:

- 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.

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 $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: https://rapidsos.com/privacy/california/#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.

## About RapidSOS

## Company Overview
- **One-liner**: RapidSOS is the leading public safety AI company that connects data from over 700 million devices and 200+ global enterprises to first responders and security teams, providing mission-critical intelligence for faster, smarter emergency response.
- **Entity Type**: Private (Late Stage; Total Raised: $446.3M)
- **Headquarters**: New York, New York, United States
- **Founded**: 2012
- **Founders**: Michael Martin (CEO)

## Core Business
- **Primary industry/industries**: Public Safety Technology, AI-powered Emergency Response, Software-as-a-Service (SaaS) for 911 dispatch, Enterprise Safety, Healthcare, Law Enforcement
- **Target customers**: 911 Centers (Public Safety Answering Points), Law Enforcement, Fire/EMS, State Governments, Schools, Healthcare Systems, and Large Enterprises (corporate security, industrial safety).
- **Mission or purpose statement**: To use technology to build a safer, stronger future and together work to save lives.

## Products & Services
- **RapidSOS HARMONY AI**: The first purpose-built AI engine for public safety, informed by over one billion emergencies. Automates the detection of emergencies, unifies real-time data and video streams, and coordinates response. Key features include Real-Time Interoperability (sharing live call intelligence across jurisdictions), instant language translation, and interagency chat.
- **RapidSOS Safety Network**: The world’s largest safety network, connecting over 700 million devices (from Apple, Google, Samsung, Uber, etc.) directly to 911 and first responder systems.
- **RapidSOS Enterprise Connect**: Bridges the gap between corporate safety systems (panic buttons, cameras, alarms) and public safety agencies, providing first responders with pre-arrival intelligence.
- **RapidSOS for Healthcare**: Connects clinicians, patients, and medical devices directly to the safety network in emergencies.
- **RapidSOS for Schools**: Integrates school safety infrastructure and alerts with first responder systems.
- **CLOUD Connect**: A unified digital platform for 911 centers to receive and manage data from the Safety Network.

## Market Standing
- **Valuation/Total Funding**: Has raised **$446.3M** in total funding.
- **Key Metric** (Private): **1 Billion+** emergencies supported by the platform.
- **Key Metric** (Adoption): Trusted by agencies and enterprises safeguarding **over 99% of the US population**; used by **22,000+** federal, state, and local agencies, serving over **one million** first responders.
- **Notable Investors/Partners**: Insight Partners, Apax Digital, Manhattan Venture Partners, Alumni Ventures, and angel investor Jeremy Renner. Technology partners include Apple, Google, Samsung, Uber, and Lyft.
- **Growth Signals**: Launched "Real-Time Interoperability" powered by HARMONY AI in January 2026, solving a critical decades-old problem for 911 centers. The company is in an "exciting phase of growth" according to its careers page, and it supports major events like the Super Bowl and World Cup.

## Competitive Advantages
- **Massive Data Moat**: Operates the world’s largest safety network, connecting more devices and agencies than any competitor, creating a powerful data advantage that fuels its AI models.
- **Deep Public Sector Integration**: Already embedded in the dispatch workflows of over 22,000 agencies, making it extremely difficult for competitors to displace.
- **Proven Mission-Critical Reliability**: Has supported over one billion emergencies in a dozen countries, demonstrating scalability and reliability at the highest stakes.
- **Purpose-Built AI (HARMONY AI)**: Unlike generalist AI models, HARMONY is trained specifically on public safety data (10% error rate in data during outages, etc.), built in co-development with first responders.

## Strategic Focus
- **Scaling AI Capabilities**: Aggressively rolling out HARMONY AI features like Real-Time Interoperability to solve major pain points in cross-jurisdictional call handling and language translation.
- **Expanding Enterprise & Healthcare**: Growing the "Enterprise Connect" segment to bring the same intelligence to corporate security teams and the healthcare sector.
- **Global Expansion**: Supporting emergencies in a dozen countries with ambitions to expand the network internationally, particularly for large-scale events.

## Why Work Here
- **Culture & Mission**: Driven by a strong mission to save lives. The company describes itself as "mission-driven, ambitious, and inclusive." Core values include "Elevating Purpose," "Inventing Tomorrow," and "Delivering with Urgency."
- **Work Model**: Flexible, remote-friendly policy. Positions listed for New York City, Boston, and fully remote (US-based) roles.
- **Notable Perks**:
  - **Equity Program**: All full-time employees are eligible for stock options.
  - **Parental Leave**: 12 weeks of paid parental leave.
  - **Lifelong Learning**: Annual L&D stipend for professional development.
  - **Desk Stipend**: One-time $300 home office setup stipend.
  - **Real Balance**: Flexible PTO plus dedicated company-wide "Recharge Weeks" twice a year.
  - **Whole Wellness**: Comprehensive medical, dental, and vision plans.
- **Engineering Culture**: Focus on high-load, real-time systems (site reliability, backend engineering). Primary tech stacks involve building and scaling the AI and data infrastructure.

## Sources
1. [rapidsos.com](https://rapidsos.com)
2. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/rapidsos)
3. [rapidsos.com/careers](https://rapidsos.com/careers/)
4. [cbinsights.com](https://www.cbinsights.com/company/rapidsos)
5. [linkedin.com](https://www.linkedin.com/company/rapidsos)

## Other roles at RapidSOS

- [Senior Associate, Commercial Strategy](https://feeny.ai/job/senior-associate-commercial-strategy-rapidsos-new-york-gqpjg1xzcm42) — New York, NY
- [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-rapidsos-united-states-xjz5nks0ndvq) — United States
- [Join our Go-To-Market Talent Community](https://feeny.ai/job/join-our-go-to-market-talent-community-rapidsos-new-york-m7fr5j3sjv0k) — New York, NY
- [Join our Public Sector Talent Community](https://feeny.ai/job/join-our-public-sector-talent-community-rapidsos-new-york-5bjgzk1wemm4) — New York, NY
- [Join our Technical Talent Community](https://feeny.ai/job/join-our-technical-talent-community-rapidsos-new-york-qzg8vfpd82st) — New York, NY
- [Join our Business Talent Community](https://feeny.ai/job/join-our-business-talent-community-rapidsos-new-york-9m9631r6sza4) — New York, NY