ESO
ESO provides software to help improve community health and safety through the power of data
Austin, TX
Remote

Support Analyst at ESO

| Remote
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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.

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Where we are

ESO is located at The Domain, which offers a beautiful park-like setting, minutes away from local restaurants, bars, retail shops and Austin FCs Q2 Stadium. Take a stroll down Rock Rose avenue for a coffee or grab lunch with your team members, either way, you'll love coming into the office.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM
    • MarketoLead Gen
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What are ESO Perks + Benefits

ESO Benefits Overview

At ESO, there is an understanding that life happens. From family emergencies to the toilet that floods the house (yes, it happened), we want to be there for our employees.

Culture
Volunteer in local community
ESO participates in local volunteer activities such as the Austin Heart Walk with the American Heart Association.
Friends outside of work
Eat lunch together
Intracompany committees
ESO has a culture committee with representatives from multiple locations and functions, focused on promoting a positive culture and environment for all ESO employees.
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Hiring Practices that Promote Diversity
ESO is dedicated to inclusive recruitment and hiring to promote our commitment to diversity, inclusion and belonging.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
ESO employees can contribute up to $2700 annually to their FSA
Disability Insurance
ESO provides STD to all employees at no cost. This benefit covers up to 60% of an employee's weekly Salary if out on leave. Employees can also enroll in LTD voluntarily.
Dental Benefits
ESO has two dental plans to choose from, with each plan covering 100% preventative and diagnostic coverage. Our high dental plan also includes benefits for orthodontia.
Vision Benefits
The vision benefits plan covers eye exams with a $10 copay, and includes $150 allowance for glasses and contact lenses.
Health Insurance Benefits
ESO has five medical plans to choose from, including a $0 deductible plan, and a HDHP plan, which includes a HSA account for all enrollees.
Life Insurance
ESO provides Basic Life & AD&D at no cost to employees. Additional Voluntary Life insurance is equal up to $500,000, or five times an employee's annual salary. Spouse and Child Life also available.
Pet Insurance
Wellness Programs
ESO provides a $250 Health & Wellness reimbursement for all employees on an annual basis. This can be used for gym memberships, nutritionist appointments, exercise equipment and much more!
Team workouts
ESO's team fitness initiatives include employee led fitness groups.
Mental Health Benefits
ESO provides an Employee Assistance Program at no cost to employees. This includes unlimited telephone access to EAP professionals 24/7 and 6 face to face visits per calendar year.
Retirement & Stock Options Benefits
401(K)
Employees are eligible to enroll in ESO's 401(k) plan after six months of service. 401(k) will vest automatically for employees, with no additional waiting period after the initial six months.
401(K) Matching
ESO provides employees with a 401(k) matching plan managed by Human Interest. We match 2.5% of contributions up to 5% of an employee's annual gross pay.
Company Equity
Performance Bonus
ESO offers performance bonus plans to certain leadership positions.
Child Care & Parental Leave Benefits
Child Care Benefits
ESO offers a Dependent Care Flexible Spending account designed to help offset dependent care costs for children under age 13
Generous Parental Leave
ESO provides up to 10 weeks paid leave for birth & bonding or 4 weeks of leave for bonding only. We also provide a car seat and week of free meals for the new parent
Flexible Work Schedule
ESO provides employees with a flexible work schedule that includes flexible start and end times.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of unpaid family medical leave.
Vacation & Time Off Benefits
Generous PTO
ESO employees receive between 20 and 30 days per year of paid time off based on years of service. This amount is prorated in the employee's first year.
Paid Volunteer Time
ESO encourages employees to give back to the community by offering 1 paid volunteer day per year.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
ESO hosts company outings periodically.
Game Room
ESO's game room includes Ping Pong, Pool Table, Video Games, Darts and a tv with streaming capabilities.
Stocked Kitchen
ESO has a fully stocked kitchen including unlimited snacks, coffee and sodas.
Happy Hours
Happy hours are hosted on occasion at the team's discretion or for the larger group.
Parking
ESO offers employees free onsite parking.
Fitness Subsidies
ESO will reimburse up to $250 per year for qualified health and wellness expenses such as gym memberships, yoga classes, smoking cessation, etc.
Professional Development Benefits
Lunch and learns
ESO hosts lunch and learn meetings on occasion.
Promote from within

An Insider's view of ESO

How would you describe the company’s work-life balance?

Here at ESO, work-life balance is paramount. With dedicated company holidays and PTO, there's more than enough time to live your life! While things move quickly at ESO, you don't feel rushed or that you don't have enough time. At ESO, flexibility is a core value.

Charles Combest

Marketing Campaign Manager

What projects are you most excited about?

We’re working on a company-wide evolution of our analytics and reporting platform. Figuring out the intricacies of integrating new technologies into existing infrastructure is only one aspect of the challenge. The new platform allows our customers to work with data in totally new ways.

Andy Brown

Staff Software Development Engineer

How do your team's ideas influence the company's direction?

The product team is always at the very core of 'what’s next.' We spend a lot of time thinking about and discussing what products and features we need to build next to advance the company’s mission. Product and Strategy are very intertwined, and as a technology company our product is at the very heart of innovation.

Reinhard Ekl

VP of Product

What does your typical day look like?

I feel like I am in control of my work and not the other way around. We have a great culture of treating people like humans and not robots. For example, I like having the ability to be able to set my daily tasks in the order of my choosing so that I can plan out my days how I want.

Corey Eastwood

Senior Account Manager

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