Aurelian

• Own end-to-end implementations from kickoff through go-live • Define project plans tailored to each customer’s unique needs, resources, and desired outcomes • Personally configure and deploy Aurelian’s solution and dashboards in customer environments • Translate real-world emergency response workflows into system configurations. • Resolve issues across APIs, integrations, and data flows • Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress • Ensure milestones and deliverables are met on time and at a high standard of quality • Perform risk management and proactively implement corrective actions • Drive timelines and stakeholder communication without losing technical depth • Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy • Contribute beyond individual implementations by improving team-wide processes and resources • Conduct in-person training sessions and knowledge transfer for client teams

• Lead the end-to-end implementation process for new customers, from kickoff to go-live • Gather and analyze client requirements to tailor our platform to their workflows • Configure customer environments, dashboards, and integrations based on best practices • Develop clear project plans, timelines, and milestones, and communicate progress to internal and external stakeholders • Conduct training sessions and knowledge transfer for client teams • Troubleshoot and resolve technical and operational issues during onboarding • Continuously document and refine implementation playbooks, templates, and checklists • Serve as a trusted advisor to clients, ensuring a positive onboarding experience and smooth handoff • Moonlight as our support team, answering tickets and helping the Customer Success team ensure continued care post go-live

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Support Engineer, you’ll play a critical role in keeping our product running smoothly for our customers. You’ll work closely with Engineering and Customer Experience to troubleshoot issues, support deployments, and strengthen the reliability of our systems. This is a hands-on role where you’ll have real ownership and make a direct impact on both our customers and our team. - Write and maintain RPA scripts that automate data entry into customer systems - Deploy, configure, and tune automations on customer Windows environments - Remote into customer environments to diagnose and resolve issues - Support the Customer Experience team with technical questions and troubleshooting - Assist with customer technical onboarding tasks such as phone setup, system configuration, and connectivity verification - Document common issues, solutions, and runbooks to reduce repeated escalations - Assist with the most technical of customer support queries in partnership with Customer Experience and Engineering teams Qualifications - 3+ years of experience in IT support, QA automation, desktop support, or a similar customer-facing, technical, hands-on role - Comfortable (or eager to learn) writing scripts in Python (only basics needed, such as experience with for loops, if statements, try catch, etc) - Strong troubleshooting ability - can methodically trace a problem across multiple systems - Experience with Windows environments - Basic networking knowledge (HTTP/APIs, firewalls, VPNs, encryption basics) - Excellent technical communication - can explain issues clearly to both technical and non-technical stakeholders - Self-directed and comfortable working independently Requirements - Bonus: Experience in public safety / 9-1-1 and/or high-growth startup - Bonus: Experience with RPA tools (Robocorp, UiPath, Automation Anywhere) or test automation - Bonus: Familiarity with VM management and remote deployment workflows Benefits - Medical, dental & vision insurance coverage - Unlimited PTO - WFH stipend for home office - Relocation stipend

About Aurelian Aurelian automates non-emergency calls for 9-1-1 centers. We do this through an AI-powered operator that routes, triages, and resolves calls without the need for human intervention. By doing this, we let 9-1-1 dispatchers focus their time and energy where it’s needed most: actual emergencies. Nationwide, the average emergency communications center (ECC) is 30% understaffed. Staffing shortages have lead to call-taker burnout and attrition, which is exacerbating the problem even more. Post COVID, wait times for 9-1-1 calls have reached a boiling point; imagine, in the most stressful situation of your life, waiting on hold for over a minute. But what’s most shocking is 60-80% of the calls 9-1-1 operators take aren’t even emergencies. They’re administrative calls that have been punted to ECCs: noise complaints, lost dogs, paying parking tickets, etc. Our conversational AI answers these administrative calls, reducing hold times, and freeing up human operators to deal with emergent situations. Aurelian is currently live in centers across the country, and answers thousands of non-emergency calls every day. We are hiring people to help us continue to scale and make real positive impact on public safety infrastructure in the US. Why Join Us: As a Strategic Sales rep at Aurelian, you’ll be on the front lines of transforming how emergency communication centers operate. You’ll drive our growth in the public safety sector, helping 9-1-1 centers implement AI solutions that solve workforce shortages and improve emergency response times. What You’ll Be Doing: Drive Revenue & Market Expansion: Develop and execute sales strategies that grow our footprint in the public safety sector, with a focus on high-impact, scalable accounts. Own the Relationship: Build trusted partnerships with emergency communication centers, city agencies, and state-level decision-makers—becoming their go-to resource for AI automation in 9-1-1 workflows. Strategic Sales Execution: Manage complex, multi-stakeholder sales cycles (often involving procurement, IT, and operational leads) and convert prospects into long-term partners. Customer Advocacy: Serve as a voice for the customer internally, collaborating with product and implementation teams to ensure solutions meet the nuanced needs of ECCs. Account Growth: Identify upsell opportunities and help agencies expand usage across departments, regions, or jurisdictions. Market Intelligence: Bring back competitive insights, procurement patterns, and industry feedback to help guide Aurelian’s growth and product roadmap. Thought Leadership: Represent Aurelian at public safety conferences, webinars, and industry working groups to build credibility and expand our reach. Who We’re Looking For: You’re not just a software seller—you understand the public safety space and are passionate about solving the operational crisis facing 9-1-1 centers. 6+ years in public sector SaaS sales, ideally in the SLED market, with a record of consistently exceeding quota. Deep knowledge of public safety tech ecosystems, especially around NG9-1-1, Call Handling Equipment, CAD systems, and other ECC workflows. Experience selling $50K–$250K+ deals, and comfort navigating procurement-heavy, long sales cycles. The ability to accelerate complex deals by aligning urgency, budget cycles, and key stakeholder priorities. A network within emergency communication centers, PSAPs, and public safety agencies, with insights into how they operate and buy technology. Excellent executive communication skills, capable of engaging stakeholders ranging from dispatch leads to CIOs and government decision-makers. Strategic thinking and self-direction, with a knack for building repeatable, scalable sales processes. Willingness to travel 50% to meet clients, attend industry events, and support deployments when needed. Why Join Aurelian? Public safety is at a breaking point—and you can be part of the solution. At Aurelian, you’ll: Sell a mission-critical product that has a direct and measurable impact on real people’s lives. Join a fast-growing team tackling one of the most urgent and overlooked challenges in U.S. infrastructure. Work with cutting-edge AI at the intersection of civic tech, voice automation, and emergency response. Be part of a culture that values ownership, speed, and doing the right thing for our customers and communities. If you’re eager to make technology that matters and want to shape the future of emergency communications, we’d love to hear from you! Benefits Medical, dental & vision insurance coverage Unlimited PTO WFH stipend for home office Relocation stipend