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Support Specialist (Night Shift) at Prepared. Remote Location: United States (Remote). About Prepared. 911 is the backbone of American public safety…but, for too long, the professionals that dedicate their lives to answering our calls have been let down by the technology that serves them. Our mission is to change that. . We aim to ensure that every emergency receives a perfect response; a bold vision requires bold action from our team, working hand-in-hand with the professionals we serve. . Since the public launch of our first public safety product in the fall of 2021, our technology has helped streamline millions of 911 calls in communities around the country. We’ve revolutionized what’s possible in emergency response by applying cutting-edge AI to the most critical challenges facing first responders. Our partners span 49 states and collectively protect more than 90 million people.. Backed by more than $130 million in funding led from investors like General Catalyst, Andreessen Horowitz, and First Round Capital, 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.. At Prepared, you’re not simply part of a team — you’re a key force in a mission that truly matters. Your contributions here will shape the future of emergency services, playing a vital role in creating a safer, more connected world.. Position Overview. Prepared is on a mission to ensure every emergency gets the perfect response—and that includes our customers. As a Support Specialist on the night shift, you’ll be on the front lines of technical support, helping public safety professionals resolve issues quickly and confidently. . This role offers a unique opportunity to join a small but growing team and play a key part in upholding the high standard of service our users have come to trust.. This is a remote position with late shift hours aligned to your U.S. time zone (approx. 2–10 PM ET or 11–7 PM PT). Weekend coverage may be added in the future.. Key Responsibilities. 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 as needed 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 Make You a Great Fit. 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)—we believe this role benefits from an instinctive sense of urgency. Comfort working independently in low-structure or lower-activity evening hours. Strong written communication and triage skills—you know how to clarify issues and move quickly. Familiarity with tools like Zendesk, Intercom, Linear, Front, or HubSpot is a plus (but not required). We believe this role requires someone who is energized by evening hours and can stay self-motivated during quieter times.. Pay Transparency. The base compensation for this role is approximately $83,000 - 87,000 per year. You are also eligible for employee benefits, company equity grants, participation in Prepared’s unlimited vacation program.. Benefits. 🌎 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. 📚$350 Annual L&D Stipend. Want to learn more about Prepared? Check out the links below.. General Catalyst | Our Investment in Prepared: Bringing AI to the Frontlines of Public Safety. Anoka County 911 center testing AI to screen nonemergency calls, ease workload. NBC Today Show | 911 callers can now share video of emergencies with dispatchers. 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.. Prepared is not sponsoring visas at this time.