[Hiring] Customer Solutions Designer @ESO

Role Description

State and regional EMS offices license practitioners, agencies, and vehicles, oversee education programs, and turn data from every agency in their region into decisions. They need a platform that fits their statutes and rules, and data they can trust.

You are the bridge between those customers and the teams who build for them. You learn how a state or regional office works, translate statute, rule, and workflow into clear requirements and configuration, and stay with the work until it is in use.

• Our state and regional applications include a regulatory application, which brings practitioner credentialing, agency licensing, vehicle permitting, and education program oversight into one configurable product with data at its core.
• Regional and state data repositories give customers curated access to regionalized data.
• This is a strategic, matrixed role, sitting in Customer Success and reporting to the General Manager, Strategic Accounts.
• You work closely with a named partner in Product and Engineering.

State and regional EMS offices are moving off legacy systems and asking more of their data: faster licensing, cleaner submissions, and reporting that shows outcomes across a region. AI is starting to change how requirements are drafted, how data are checked, and how reports reach people.

You will help decide how our state and regional applications meet that moment, and build the patterns that let each new state start ahead.

Qualifications

• Three or more years in EMS, public safety, healthcare, or government licensing.
• Firsthand knowledge of how regulatory and credentialing work gets done.
• Working knowledge of NEMSIS and how state and regional EMS offices use it.
• Strong command of data: modeling, quality, and reporting.
• A record of writing clear requirements and acceptance criteria that engineers build from.
• Clear writing and speaking with state officials, engineers, and executives.

Requirements

• Turn customer need into requirements.
• Translate statutes, rules, and state-specific requirements into workflows and business rules.
• Write clear requirements, acceptance criteria, and test scenarios for every change.
• Shape the platform with Product and Engineering.
• Own the data strategy behind each design decision.
• Build reusable playbooks for new states or products.
• Log your time in real time in the time tracking system.

Benefits

• Opportunity to shape technology for state and regional EMS offices.
• Strategic role with growth potential in scope and impact.
• Development plan set with your leader each quarter.

Your first 90 days

• By day 30: Met every state and regional customer and your Product and Engineering partners.
• By day 60: First set of requirements accepted by Engineering and released.
• By day 90: First reusable playbook in use.

Tools you will use

• Customer relationship management (CRM) system for accounts and opportunities.
• Work tracking system for requirements and acceptance criteria.
• Application configuration tools for workflows and business rules.
• Database and query tools for data models and migration mapping.
• Reporting and data tools for customer reports and dashboards.
• Ticketing system for customer issues.
• Team chat for quick questions and coordination.
• Time tracking system for logging time by customer and type of work.
• AI workspace and assistants for drafting requirements and test scenarios.

What you bring

• A background as an EMS clinician, firefighter, or healthcare professional (nice to have).
• Product management experience or training (nice to have).
• SQL skills (nice to have).
• Experience migrating data from legacy government systems (nice to have).