Support Specialist

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.

Backed by $27 million in Series B funding led by Andreessen Horowitz, we're scaling rapidly to become a core component of emergency calls nationwide, driving the future of emergency response toward a safer, more agile system.

Joining the Prepared team means more than just a new role. It's a chance to be at the forefront of impactful tech that significantly improves public safety and touches lives across the globe. 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.

As a Support Specialist, you will play a critical role in ensuring excellent customer service and satisfaction. You will be a product expert and provide timely support, advice, and solutions to our customers who face issues or have questions.

• Respond to customer needs quickly and effectively across multiple channels including phone, email, and community platforms

• Consistently embody the Prepared brand in all customer interactions by delivering a great customer experience

• Effectively utilize customer service skills, technical troubleshooting, and available resources to identify and implement timely and appropriate solutions for customers

• Maintain individual performance relative to performance metrics, customer satisfaction, and quality standards

• Operate accurately and efficiently in a fast-paced environment

• Work independently with discipline and motivation to succeed in a remote environment

• Act as an advocate and product expert for our customers by reporting and acting on observed areas for improvement

• Maintain product expertise by keeping up with product and process changes

• Manage, prioritize and resolve/escalate support requests as appropriate. Escalate product issues (bugs) to the product team and follow through to resolution with the customer

• Assist in ongoing customer-facing documentation maintenance

• 5+ years experience

• Experience in a startup with frequent product updates/releases.

• Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical people.

• Experience interfacing across GTM and engineering teams.

• Comfortable with various ticketing platforms: Zendesk/Intercom/Front/JIRA/Linear.

• You treat customer issues as your own and operate with thoughtful urgency to get them resolved in a timely manner while also addressing the root cause to prevent future issues.

• You are extremely detail oriented and cool under pressure.

• You might not be an engineer but you’re technically minded and incredibly curious - you love to look under the hood and solve problems with whatever resources are available to you and then share what you learn with other

The base compensation for this role is approximately $90,000 - 94,000 per year. You are also eligible for employee benefits, company equity grants, participation in Prepared’s unlimited vacation program.

🌎 Remote-First Culture
🩺 Medical, Dental, and Vision Benefits
💸 401k + Free Financial Advisors with Betterment
📱Monthly Cell Phone Stipend
🏖️ Unlimited Time Off + 15 Observed Holidays
🚼 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
🚨 Visit a PSAP (911 Center)
🏢 WeWork Membership for All Employees
✈️ Annual Company Offsite
🔮 AI Tools like ChatGPT + NotionAI
🏠 $500 Work from Home Budget

Want to learn more about Prepared? Check out the links below.

• Prepared, which wants to ‘revolutionize’ emergency 911 calls, raises $27M

• NBC Today Show | 911 callers can now share video of emergencies with dispatchers

• The Verge | iPhones will soon be able to stream live video on 911 calls

At Prepared, we are committed to building a safer and more connected world, and we believe that fostering diversity, equity, and inclusion is essential to achieving this mission. We are a proud equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, or any other protected characteristic. We actively seek to create an inclusive environment where diverse perspectives are valued and everyone has the opportunity to contribute meaningfully to our mission of improving public safety and emergency response for all communities.