[Hiring] Technical Services Analyst @First Due

Role Description

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
• 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.

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.

Requirements

• All applicants must be authorized to work for any US employer in the United States.
• Hiring is contingent upon candidates successfully passing a criminal background check.
• As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Benefits

• Comprehensive compensation and benefits package for eligible employees.
• Competitive pay, medical, dental, and vision coverage.
• FSA/HSA, 401(k), flexible PTO.
• Fully remote workplace.
• Technology stipend, opportunities for advancement, and other benefits and perks.

Company Description

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.