Prepared is hiring a Support Specialist (Night Shift) to provide critical technical support to public safety professionals, ensuring their systems run smoothly during emergency operations. This is a remote position with late shift hours aligned to U.S. time zones.
What You'll Do
- Monitor, triage, and respond to real-time alerts from our platform, particularly audio collector issues, to prevent disruptions in emergency operations.
- Serve as the first point of contact for customers, resolving or escalating issues efficiently via tools like Front, HubSpot, and Linear.
- Escalate complex or high-urgency issues to the senior support team and ensure smooth handoffs across shifts.
- Identify process gaps and contribute to documentation that helps the team operate more effectively.
- Represent Prepared with empathy and professionalism in every interaction.
- Stay busy during slow support hours by proactively finding other impactful work to do.
What We're Looking For
- 2–3 years of customer or technical support experience, ideally in a fast-paced or high-volume environment.
- Experience in or deep understanding of the 911 ecosystem (e.g., former dispatcher, PSAP technician).
- Comfort working independently in low-structure or lower-activity evening hours.
- Strong written communication and triage skills.
Nice to Have
- Familiarity with tools like Zendesk, Intercom, Linear, Front, or HubSpot.
Technical Stack
- Front
- HubSpot
- Linear
Team & Environment
You’ll join a small but growing team.
Benefits & Compensation
- Compensation: $83,000 - $87,000 per year + equity grants.
- 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
- $350 Annual L&D Stipend
Work Mode
This is a remote position requiring work hours aligned to U.S. time zones.
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.
