Technical Implementation Manager

Emergency centers, vital to our society, are often constrained by technology that dates back to the landline era. This presents a stark contrast to our current smartphone-centric, socially connected world. At Prepared, we bridge this gap with cutting-edge technology that harnesses the power of Artificial Intelligence to revolutionize how emergency calls are handled.  Our innovative technology is providing a suite of tools that significantly boost the capabilities of 911 dispatch centers and first responders. With our solutions implemented in over 800 cities across 48 states, we're positively impacting the lives of approximately 75 million people.

Fueled by a recent $16 million Series A funding from Andreessen Horowitz and support from Gradient (Google’s AI Fund), we're accelerating our growth to become an integral part of every emergency call, reshaping global emergency response for a safer, more responsive world.

Joining the Prepared team means more than just a new role. It's a chance to be at the forefront of impact tech that significantly improves public safety and touches lives across the globe. Your work here will have a direct, meaningful impact, contributing to the technological evolution of emergency services. At Prepared, you're not just part of a team; you're a key player in a larger mission to foster a safer, more interconnected world. 

The Role: 

As a Technical Implementation Manager at Prepared, you play a crucial role in advancing public safety through technological innovation. Your job goes beyond typical responsibilities — it's a commitment to improving public safety with cutting-edge technology. In this role, you're the critical link integrating Sales, Client Support, and software/hardware installation, ensuring our solutions are both high-quality and custom-fit for our clients' needs. Your technical expertise and customer-centric approach are vital in driving our mission of making a significant impact in public safety through technological advancements. Here's an overview of your key responsibilities:

• Collaboration with Sales Team: You'll work intimately with the Sales team to thoroughly understand and address customer system needs. Your role is critical in ensuring these needs are accurately met and then transitioned smoothly to Client Support after installation, ensuring ongoing support and customer satisfaction.

• Installation Assistance: A crucial part of your job involves providing hands-on installation support to distributors and resellers. Your technical skills and problem-solving abilities are vital in equipping our partners to deliver our solutions effectively.

• Remote Field Services: Your primary task involves conducting Field Services functions remotely. This innovative approach not only streamlines our operations but also significantly reduces the need for travel, enhancing the efficiency and eco-friendliness of our processes.

• Customer Onboarding and Support: You will handle remote onboarding for new and existing customers, which includes conducting weekly progress meetings and overseeing the software setup on customer equipment. Your role extends to managing remote tasks like data migration, installing Windows components, and configuring various VoIP integrations like Cisco, Avaya, SolaCom, etc.

• Technical Support and Client Interaction: You'll be involved in after-hours tech support, managing the support inbox, and responding to tickets based on severity and SLA. Additionally, you will provide direct support to customers, vendors, and distributors, involving training and creating technical documentation. As a primary contact for key customers, you'll conduct audits, enhance server security, and facilitate software updates.

• Advanced Technical Support: Your responsibilities include offering advanced troubleshooting of Prepared 911 applications, preventive maintenance of the communication system infrastructure, and performance optimization of the architecture, including servers, routers, gateways, and data infrastructure.

• Project Management and Process Improvement: You will project manage all technical implementations to ensure timely delivery. Identifying and implementing process improvements for technical implementation is a key part of your role.

• Documentation and System Maintenance: Maintaining and optimizing complex communications systems, as well as documenting technical implementations and process improvements, will be a crucial part of your responsibilities.

About You: 

• Proven Expertise in Technical Customer Support: You bring over 4 years of experience in effectively resolving customer technical issues. Your track record demonstrates a deep understanding of technical problem-solving and customer service excellence.

• Strong Communication Skills: With your excellent verbal and written communication abilities, you can clearly articulate complex technical concepts. You excel in building rapport with customers, ensuring they feel heard and understood.

• Adaptability and Resilience: You are self-motivated and resilient, capable of thriving in the dynamic and fast-paced environment of a startup. Your adaptability allows you to navigate challenges and changes with ease.

• Specialized Technical Experience: You have substantial experience in designing and implementing technical solutions, particularly in areas related to 9-1-1 call flow processes (NG9-1-1), 9-1-1 call handling/delivery, IP-PBX systems, or SIP data construction in an NG9-1-1 environment.

• Proficiency in Critical Emergency Handling Software: Your expertise extends to one or more of the following Critical Emergency Handling software: VESTA, VIPER, Solacom, NGA. This knowledge equips you to handle complex emergency communication systems effectively.

• Network Configuration Skills: You possess hands-on experience in network configuration, including managing SPAN ports and traffic shaping for optimal audio performance. Your skills ensure that network setups are optimized for reliability and efficiency.

Pay Transparency:

The base compensation for this role is approximately $75,000 - 110,000 per year. You are also eligible for employee benefits, company equity grants, participation in Prepared’s unlimited vacation program and free membership to One Medical.