Sr. Technical Support Specialist at RapidDeploy (Remote)

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Join a purpose-driven, fast-growing enterprise software company that is working to transform 9-1-1.
 
The power to do remarkable things when it matters most is the heart of 9-1-1 and public safety. At RapidDeploy, we believe that regardless of size, geography or budget, everyone in public safety should have access to the data they need when it matters most to save more lives. That’s why, since 2016, our mission has been to reduce emergency response times and improve public safety. We are the industry’s only truly open and integrated emergency response platform with a portfolio of web-based cloud solutions that includes analytics, mapping, dispatch and first responder applications.
 
Over the past year, we have signed four states and our software has been deployed in more than 700 9-1-1 centers across the U.S. We have increased our annual recurring revenue by more than 20X. We’re hiring passionate team members to help propel us into the next stage of growth.
 


Are you looking for an opportunity to be part of a fast-growing enterprise software company that saves lives? RapidDeploy is hiring a Technical Support Specialist who will be based in Austin, TX and report to the Technical Support Manager. 
 
Our mission is to reduce emergency response times and increase situational awareness for first responders. Our cloud-based emergency dispatch platform & 9-1-1 analytics software is the future of emergency response. We’re replacing dinosaurs and their legacy, on-premise solutions that are expensive, difficult to deploy and scale, and are years behind in terms of features and interfaces. In the last 6 months, we’ve signed several major clients and have increased our recurring revenue more than tenfold. In this new stage of growth, we’re looking for passionate, dedicated team members who will play a critical part in building the foundation of our team. 
 
As a Technical Support Specialist ,you will play a key role in delivering stellar technical support. You will become an integral part of the Support team and will have the opportunity to have a high level of impact for many years to come. You will act as the voice of the customer to ensure priority and impact is clear to collaborative teams such as Engineering and Product.

What you'll do...

• Provide day-to-day support to our customers using Zendesk Support & Talk. 
• Follow up with end-users to ensure a timely and satisfactory resolution has been delivered. 
• Play an instrumental role in supporting escalated issues by acting as an internal customer advocate and a problem-solver
• Own and proactively hit metrics and KPI’s 
• Own and bring to conclusion customer escalations by working with cross-departmental teams
• Participate in weekend and holiday on-call rotation, as required
• Contribute to the development of How-To Guides and Knowledge Base articles
• Capture and help prioritize customer feedback
• Participate in product issue resolutions and product enhancement efforts
• Develop an in-depth knowledge of all RapidDeploy products, processes and procedures
• Contribute to the vision and mission of RapidDeploy by helping where you can, as we are fast-growing 
technology company in a dynamic market environment

What you'll bring...

• 3+ years of proven success working directly with customers within a technology company
• Knowledge and experience in meeting and exceeding Support KPIs and critical Technical Support Metrics (CSAT, Time to Resolution (TTR), Backlogs, etc).
• Solid understanding of cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics, and technology in general
• Customer-first mindset and ‘get it done’ approach 
• Demonstrated ability to provide exceptional technical support, both internal and external 
• Ability to appropriately prioritize and escalate customer issues
• A trustworthy contributor with a reputation for dependability and adherence to high ethical standards
• Strong analytical and problem-solving skills
• Strong technical aptitude and excellent communication skills, both verbal and written
• Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases, including outside of regular business hours, as needed
• Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and empathetically communicate customers’ pain points to internal RapidDeploy teams
• Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact
• Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly




About RapidDeploy Inc.
- Strong revenue growth (20x+ in last 12 months) & huge recent customer wins (e.g., State of California)
- Fast-growing, passionate, mission-driven team – we care about saving lives through technology!
- Offices in Austin, TX and Cape Town, South Africa 
- Medical, dental, and vision insurance options, with benefits that kick in on your first day! Benefits are highly subsidized by RapidDeploy Inc. 
- In addition to 8 observed holidays, RapidDeploy employees receive 20 days of PTO and unlimited sick leave.
- RapidDeploy is a well-funded, venture backed growth company 
 
RapidDeploy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

RapidDeploy, Inc. and its affiliates understand that your privacy is important to you. When you apply for a position with RapidDeploy, we collect and process personal data for recruitment and other related Human Resources purposes. Review our HR Privacy Policy to learn how we collect, use, and protect your personal data in connection with our recruiting and HR efforts

 
Notice: RapidDeploy’s hiring policy prohibits hiring from existing or prospective customers.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks

Location

RapidDeploy has a HQ located downtown on 7th and Brazos. We are neighbors with Austin's most infamous attractions. We also offer full-remote and hybrid work opportunities. We offer paid parking for those who come into the office.

An Insider's view of RapidDeploy

How does your team reward individual success?

Whether it's being awarded Employee of the Month, receiving praise in informal channels like Microsoft Teams, or promoting from within, RapidDeploy continually recognizes the success and accomplishments of individuals. RapidDeploy also provides tuition and continuing education reimbursement, so that I can continue to grow as a professional.

Taylor

Senior Brand and Events Manager

What projects are you most excited about?

In 2022, the product team is most excited about implementing significant enhancements to our customer engagement to ensure that we’re providing call-takers & dispatchers with products that improve their overall workflow, reduce stress by having to jump from screen to screen or product to product and that will improve field response times and safety

Karen

VP of Product

What makes someone successful on your team?

To be a successful Customer Success Manager at RapidDeploy, you must learn what success looks like for the customer and how to proactively measure it. You must transition from a reactive customer relationship to a proactive relationship. CSMs learn to use processes and tools to predict problems before they happen and address them.

Mel

VP, Customer Success

What is your vision for the company?

We are building an ecosystem to enable every part of the public safety workflow, from 9-1-1 to disaster response, to improve situational awareness of first responders and reduce response time. We believe that every public safety agency, regardless of size, geography or budget, should have access to cutting edge, life-saving technology.

Steve

Co-Founder & CEO

What does career growth look like on your team?

We are an environment supportive of our employees' growth. Our 2022 plan consists of individual and group developmental and growth plans/opportunities for all employees. I am excited about working with the team related to career planning/pathing for individual contributors and leaders. Since being employed, we have seen actionable results.

Eileen O'Brien

VP, People Ops

What are RapidDeploy Perks + Benefits

Culture
Volunteer in local community
Given that we have many remote employees, many RD employees participate locally in their respective hometowns with local charities.
Friends outside of work
Eat lunch together
Intracompany committees
We have: Employee Engagement, Health & Wellness, Diversity, Equity & Inclusion (DEI) committees.. Employee Resource Groups (ERGs) are on the horizon soon! Come be a part of our team!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Our Health & Wellness committee will be working to bring wellness programs to our employees. We have access to Headspace, Employee Assistance programs, and other benefits supportive of wellness
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
RapidDeploy covers the cost of parking for all employees, as well as offers Transportation Spending Accounts.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Home Office Stipend for Remote Employees
Employees can submit for expense reimbursement related to supplies. We have also provided a stipend for employees for chairs and sit/stand desks
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
We are launching a peer mentorship program in 2022 along with a buddy program for new hires.
Continuing Education stipend
We have a provision for continuing education under our tuition reimbursement program for reimbursement of CEUs.
Time allotted for learning
We encourage our employees to grow and develop through learning. We encourage employees to work with their leaders on how this best fits their professional and personal work life.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Paid industry certifications are a part of our continuing education program under Tuition Reimbursement.

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