How You’ll Support Our Mission

The successful candidate will be responsible for providing world-class technical support management for Washington D.C. Fire and EMS (DCFEMS). Candidate will be responsible for performing all necessary takes related to technical configuration, testing, support management and support systems including troubleshooting and technical issues. In addition to making key decisions for team, they will be answering technical support questions from team and customers via telephone, email, and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to rolling out software and hardware in mass, validating large data sets, solving technical support problems and advocating for customer feedback around product and features.

Reporting to the Manager of Healthcare Customer Support as part of our Support Team, you will be based on our client’s site in Washington DC or remote.

What You’ll Be Doing - the day to day

You will be the technical face of ESO for DCFEMS, solving problems related to data migration & analysis, root-cause issue resolution, and report generation.

Team engagement, including building trust and good will.

Manage team objectives, empower leadership and mentoring of team.

Interact with customers at all levels, with demonstrated ability to communicate with the very basic user to the technically advanced.

Support and manage evolving project requirements while meeting set timelines and expectations for the onboarding projects.

Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions.

Provide weekly reporting of defined metrics to DCFEMS and ESO teams.

Effectively communicate with DCFEMS personnel, including the director, team lead, larger team, and other associated teams across company.

Work with site reliability engineering team daily for review and prioritization of escalated support cases.

Who You Are - the essentials

Demonstrate excellent written and verbal communication skills

At least 3 - 5 years of demonstrated experience in Technical Support environment handling teams, team leads, calls, emails and other customer support channels.

At least 2 year of project management experience, handling timelines, requirements and risk escalation to multiple stakeholders.

Manage and work support tickets per industry best practices utilizing Salesforce 

Support data migration efforts, which includes but isn’t limited to, data mining, manual manipulation and validation

Effectively communicate technical information to technical and non-technical customers

Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines

Manage and contribute to our Knowledgebase (author and edit knowledge base articles)

Maintain a working ability to assist with facilitation of reproduction of customer issues

You Are - the desirables

Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics

Knowledge of XML and SQL

Demonstrated experience with the Microsoft Windows platform, Desktops and Servers.

Troubleshooting experience (PC hardware/software, browsers, etc.)

Experience in a 24/7/365 work schedule environment

Professional certifications are a plus: A+, Network+

EMS/Heath Care industry experience is preferred

Bachelor’s degree or equivalent education and/or work experience

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:

- Competitive health plans (medical, dental, & vision insurance)

- PTO (starting at 20 days) & 12 company holidays

- 401(k) with company match

- Telemedicine service provided by ESO

- Savings accounts (FSA, HSA, DCA)

- Employee Assistance Program (EAP)

- Annual health and wellness reimbursement

- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits

- Paid parental leave, new child program, & flexible parental return-to-work options

- Casual office environments and unlimited office snacks and drinks

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland. 

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. 

In the spirit of ESO’s mission to “Improve Community Health and Safety through the Power of Data,” and in accordance with ESO’s duty to provide and maintain a workplace that is free of known hazards, ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved. This policy will help safeguard the health of our employees and customers, as well as the community at large.

All offers are contingent upon a successful background check and compliance with ESO’s COVID-19 Vaccination Policy.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.