[Hiring] Incident Analysis and Community Engagement Associate @Pano AI

Role Description

Pano AI seeks an Associate - Community Outreach and Incident Analysis to review and curate smoke incident alerts issued by Pano Intelligence Center for relevance to Pano’s utility customers. You will also manage the relationships, including outreach and onboarding, with community end-users such as fire authorities and disaster management agencies. In this role, you will be high touch in communication and support with our direct and indirect customers both pre- and post-deployment.

We are looking for an excellent communicator with a high energy and process driven mindset who is able to provide a superior customer experience. This is an ideal job for someone with prior Wildland Fire Dispatcher experience or with a background in the broader disaster management community (current or ex-fire fighter, emergency manager etc), who is passionate about public safety and wants to get in the business of climate resiliency.

Following years of increasingly catastrophic climate disasters, we’re now in the midst of one of the greatest paradigm changes in the past century with the entire disaster preparedness space being re-imagined and restructured. This critical role within Pano’s customer success and community outreach team will help empower and accelerate this change. You will help support utility customers’ incident situational awareness and manage Pano’s “ground game” via installing a network of engaged end-users who respond to alerts from Pano stations.

What You'll Do

• Stay apprised of wildfire risk and fire weather conditions in microclimates across a multi-state geographic region – initially focused on but not limited to Colorado and Texas.
• Analyze and determine the relevance of incident alerts to Pano’s utility customers and their emergency operations personnel by quickly gathering vital details like incident location, proximity to utility infrastructure and evaluating incident spread risk.
• Coordinate dissemination of curated incident alerts to key utility stakeholders and collaborate with utility emergency operations personnel for process improvements.
• Identify and reach out to local fire/disaster management agencies to notify them of Pano station deployments and conduct onboarding sessions with these community end-users.
• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions in collaboration with Customer Success and Sales teams.
• Expertly navigate a SaaS business by skillfully managing expectations and making thoughtful choices that align Pano’s business goals with customer and end-user needs.
• Model exemplary customer service and creatively problem-solve when difficult situations arise in high-stress situations.
• Help internal teams understand the fire community and industry’s priorities and be the feedback loop from end-users into the Pano Product team.
• Deeply understand the product suite and functionality to enable effective communication of capabilities to customers and end-users.
• Identify and participate in a variety of outreach efforts including industry trade shows, community fire events, presentations and workshops.

Qualifications

• 2+ years of experience in wildland firefighting, dispatch, or a closely related field.
• This is a remote position ideally requiring candidates to reside within the U.S. Central or Eastern Time Zone.
• BS / BA degree or equivalent work experience with 2+ years of experience in Wildfire, Forestry, and Disaster Management roles; strong preference for Federal wildland fire or state fire agency experience.
• 2+ years of professional experience in either training and development, sales/marketing, customer success/support, operations, or project management.
• Ability to travel up to approximately 20% of the time.

Requirements

• Excellent written and verbal communication skills, with strong interpersonal skills and the ability to collaborate effectively with diverse stakeholders.
• Ability to manage risk and organizational skills, with meticulous attention to detail and the ability to synthesize information from multiple sources to make sound decisions.
• Comfort working in high-pressure, time-sensitive situations while remaining calm, professional, and methodical.
• Strong familiarity with a technology-driven environment, including proficiency with Google Workspace and the ability to quickly learn new tools and systems.
• Strong alignment with Pano AI’s mission, empathy for the communities and stakeholders we serve, and genuine curiosity about our technology.
• Ability to work a shift-based schedule covering Mountain Time daylight hours, including flexibility as operational needs require.
• Ability to travel approximately 10–20%, including travel to areas supporting active wildfire response to assist with the deployment and operation of Pano AI mobile equipment.

Benefits

• Final compensation for regular full-time employees is determined by a variety of factors, including job-related qualifications, education, experience, skills, knowledge, and geographic location.
• In addition to base salary, regular full-time roles are eligible for equity.
• Benefits are tailored to local market standards and statutory requirements in the employee's country of employment, and may include health coverage, retirement or pension contributions, and paid time off.
• Specific benefit details will be shared during the interview process.