Support Engineer

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.

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

• 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

• 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

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!

• Medical, dental & vision insurance coverage

• Unlimited PTO

• WFH stipend for home office

• Relocation stipend