Technical Services Analyst

Remote (United States)

Job Details

Employment Type: Full Time

Compensation: $85,000 per year

About the Role

The Technical Services Analyst will support technical integrations within broader implementation and customer onboarding projects. The role primarily focuses on connecting Computer Aided Dispatch (CAD) systems and other third-party platforms with a public safety software platform.

This is a hands-on technical problem-solving role, not a runbook-only position. The Technical Services Analyst will work with customers to understand how their dispatch centers and operational environments function, then translate those needs into working technical solutions that create real product value.

The role involves direct collaboration with customers, third-party vendors, internal project teams, product stakeholders, AI teams, and engineering partners. The Technical Services Analyst will define requirements, design integration approaches, deliver and validate solutions, and serve as a subject-matter expert for technical integrations across multiple internal teams.

This position also has a forward-looking focus on automation, AI-assisted workflows, tooling, and process improvement. The Technical Services Analyst will help reduce manual work, test new internal tools, provide product feedback, and improve how technical services work is delivered at scale.

What You’ll Do

Integration Delivery & Technical Execution

• Lead the delivery of technical integrations, including CAD systems, third-party systems, and data feeds, from requirements gathering through go-live.
• Analyze customer technical environments, identify system constraints, and design integration approaches that maximize product value.
• Configure, test, and validate integrations while owning quality throughout the full delivery process.
• Communicate directly with customers and third-party vendors to gather technical specifications, coordinate timelines, and resolve integration-related issues.

Requirements Translation & Solution Design

• Translate customer operational requirements into clear technical specifications and implementation plans.
• Identify gaps between customer needs and current product capabilities.
• Propose practical solutions when gaps arise, or escalate to Product with clear and actionable context.
• Guide customers through technical decisions using industry knowledge, data-driven analysis, and a consultative approach.

Cross-Functional Collaboration & Subject-Matter Expertise

• Serve as an organizational subject-matter expert on technical integrations.
• Provide integration expertise across Professional Services, Sales, Customer Success, Support, and Product teams.
• Support pre-sales technical assessments, customer questions, escalation resolution, and internal enablement.
• Coordinate with Implementation Managers, Deployment teams, and Product partners to ensure alignment and smooth handoffs.

Automation, AI & Continuous Improvement

• Identify repetitive or manual work and build, or help build, tools, scripts, and workflows that automate those tasks.
• Partner with Product and AI teams by providing requirements, testing prototypes, sharing feedback, and supporting adoption of new tools.
• Experiment with AI-assisted workflows and internal tooling to deliver results faster and reduce manual overhead.
• Contribute to process documentation, playbooks, and knowledge bases that help scale team capabilities.

Qualifications

• Experience in a technical role involving system integrations, implementations, or technical project delivery.
• Experience in SaaS, public safety, or an adjacent industry is preferred.
• Experience in, or strong working knowledge of, the fire and emergency services or public safety industry.
• Demonstrated ability to translate business and operational requirements into technical solutions.
• Experience working with APIs, webhooks, and data flows between integrated systems.
• Comfort reviewing and interpreting structured data and common file formats, including CSV, XML, and JSON.
• Strong communication skills with both technical and non-technical audiences.
• Ability to communicate effectively with external customers, partners, and vendors.
• Experience collaborating cross-functionally with internal teams and external stakeholders.
• Self-directed work style with strong organizational skills.
• Ability to manage multiple concurrent projects while maintaining quality and follow-through.

Preferred Qualifications

• Experience with Computer Aided Dispatch systems or public safety technology.
• Working knowledge of SQL and relational databases.
• Experience building automations, scripts, or tools in any programming language to reduce manual work.
• Familiarity with AI/ML tools, prompt engineering, or AI-assisted workflows.
• Experience in a consulting, professional services, or customer-facing technical role.
• Knowledge of ETL processes or middleware platforms.

Benefits

• Competitive compensation.
• Medical, dental, and vision coverage for eligible employees.
• FSA and HSA options.
• 401(k) plan.
• Flexible paid time off.
• Fully remote workplace.
• Technology stipend.
• Opportunities for career advancement.
• Additional benefits and perks for eligible employees.