Job Title: Technical Services Analyst

Location: Remote - US Only
Country: United States
Department: Professional Services
Reports To: Technical Services Manager
Position Type: Full-Time
Salary: $85,000
Job Summary:

As a Technical Services Analyst for Integrations on the Professional Services team, you will own the end-to-end delivery of technical integrations within broader implementation and customer onboarding projects, primarily connecting Computer Aided Dispatch (CAD) and other third-party systems to the First Due platform. This is not a role where you simply follow a runbook. You are a technical problem-solver: someone who can sit with a fire chief, understand how their dispatch center operates, and translate that into a working technical solution that delivers real value in the product.

You will work directly with customers, third-party vendors, internal project teams, and engineering stakeholders to define requirements, design integration approaches, execute delivery, and validate results. Beyond project work, you will serve as a subject-matter expert on technical integrations not only within Professional Services but across the organization: Sales, Customer Success, Support, Product, and beyond.

This role is forward-looking. We are building a team that actively reduces manual overhead through automation, AI tooling, and process innovation. You will partner with Product and AI teams to provide requirements, test new tools, and push the boundaries on how integration work gets done. If you are excited about using AI to work smarter, building tools that free your team from repetitive tasks, and continuously raising the bar on how technical services are delivered, this is the role for you.
Key Responsibilities:

Integration Delivery & Technical Execution

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

Requirements Translation & Solution Design

• Translate customer operational requirements into technical specifications and implementation plans.
• Identify gaps between customer needs and current product capabilities; propose creative solutions or escalate to Product with clear, 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 SME on technical integrations, providing expertise across Professional Services, Sales, Customer Success, Support, and Product.
• Support pre-sales technical assessments, ongoing customer questions, escalation resolution, and internal enablement.
• Coordinate with Implementation Managers, Deployment teams, and Product to ensure alignment and seamless handoffs.

Automation, AI & Continuous Improvement

• Identify repetitive or manual work and build (or help build) tools, scripts, and workflows to automate it.
• Partner with Product and AI teams: provide requirements, test prototypes, give feedback, and champion adoption of new tools.
• Experiment with AI-assisted workflows and internal tooling to deliver results faster and with less manual overhead.
• Contribute to process documentation, playbooks, and knowledge bases that scale the team's capabilities.

Qualifications:

• Experience in a technical role involving system integrations, implementations, or technical project delivery (SaaS, public safety, or adjacent industries preferred).
• Experience in, or solid working knowledge of, the fire and emergency services / public safety industry.
• Demonstrated ability to translate business and operational requirements into technical solutions.
• Experience working with APIs and webhooks and the data flows between integrated systems.
• Comfort reviewing and interpreting structured data and common file formats (CSV, XML, JSON).
• Strong communication skills across technical and non-technical audiences, including external customers and partners.
• Experience collaborating cross-functionally with internal teams and external stakeholders.
• Self-directed with strong organizational skills; able to manage multiple concurrent projects.

Preferred Qualifications:

• Experience with Computer Aided Dispatch (CAD) systems or public safety technology.
• Working knowledge of SQL and relational databases.
• Experience building automations, scripts, or tools (in any 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.

Physical Demands and Work EnvironmentThis role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to [email protected].

Working at First DueFirst Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, please reach out to [email protected] for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.