Director, Customer Solutions Engineering

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.

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