Technical Analyst (posted 4-9-26)

Technical Analyst (posted 4-9-26)

April 9, 2026

Department: Data Analytics & Support         Exemption Status: Non-exempt         Range: $72 – $82k

A Technical Analyst can confidently partner with our clients and understand the real-world operations behind the data. This role focuses on supporting FirstWatch solutions and benefits from an understanding of public safety operations and the real-world context behind the data.

The ideal candidate has experience working within or alongside EMS, Fire, or Law Enforcement environments and is comfortable working with data and systems in a support capacity. They bring strong troubleshooting skills, critical thinking, an ownership mentality, and a client-first approach, helping resolve issues, fulfill support requests, validate data, and ensure systems are working as expected.

This role is centered on support, troubleshooting, and validation, while also contributing to the configuration and enhancement of FirstWatch solutions, including dashboards, triggers, and data views. Success comes from accurate problem-solving, clear communication, and strong client relationships in a fast-paced environment with multiple moving parts. This role participates in an on-call rotation to support after-hours data issues and client emergencies. This position does not include supervisory responsibilities but requires strong collaboration across departments.

At FirstWatch, we partner with public safety and healthcare professionals to transform raw data into actionable insights, enhancing operational effectiveness and driving improved outcomes.  When our clients use FirstWatch, they view easy-to-read, customizable web pages, dashboards, charts, graphs, and maps designed to help them easily interpret the data collected by their 911 and public safety systems. FirstWatch is a growing, family-oriented company based in Carlsbad, California, that primarily works remotely while continually building a strong, healthy hybrid workplace.  Starting in 1999, our people, company culture, and wonderful clients have been the keys to our success. We’re all about doing the right thing for our clients, their patients, the citizens they serve, and each other.

If you’re interested in collaborating with a creative, innovative, caring, and kind team, send us your resume.

KEY RESPONSIBILITIES

  • Provide day-to-day support for FirstWatch products, including IDV, Triggers, FirstPass, FOAM, Reports, and other solutions.
  • Troubleshoot data, configuration, and system issues.
  • Investigate missing or incorrect data and determine root causes using SQL queries and functions when needed.
  • Own issues from intake through resolution or escalation.
  • Communicate findings and resolutions clearly to clients and internal teams.
  • Escalate complex issues appropriately.

ONGOING SUPPORT REQUESTS & CONFIGURATION UPDATES

  • Receive and complete client support requests for updates and adjustments.
  • Modify configurations such as trigger filters, columns, thresholds, and data views.
  • Make iterative updates to dashboards, IDV, hospital dashboards, triggers, and reports.
  • Utilize SQL to support data validation, troubleshooting, and configuration updates, including creating or modifying custom functions as needed.
  • Ensure updates align with client workflows and expectations.
  • Manage multiple requests simultaneously and prioritize effectively.

SUPPORT OPERATIONS & DOCUMENTATION

  • Manage and document support tickets in NetSuite or CRM systems.
  • Thoroughly document all support cases, including issue details, steps taken, and final resolution.
  • Maintain clear and organized documentation.
  • Identify recurring issues and trends.
  • Participate in on-call rotation for after-hours data issues and client emergencies.

REQUIRED SKILLS/ABILITIES 

  • Experience in EMS, Fire, Law Enforcement, or public safety environments.
  • Strong SQL experience, including writing queries, working with functions, and performing data analysis.
  • Ability to troubleshoot and resolve complex data issues.
  • Strong critical thinking and problem-solving skills.
  • Ability to operate effectively in a fast-paced environment with multiple priorities and changing demands.
  • Strong communication skills.
  • Client-focused mindset.
  • Strong sense of ownership with the ability to drive issues through resolution or appropriate escalation.
  • Comfortably using modern tools, including AI, to improve efficiency, troubleshooting, and data analysis.
  • Maintain professional and technical knowledge through ongoing learning and collaboration.

ATTRIBUTES 

  • Ability to talk the talk and walk the walk with public safety professionals.
  • Strong sense of ownership and accountability.
  • Detail-oriented with strong follow-through.
  • Calm and effective under pressure.
  • Collaborative and dependable.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Excellent communication and documentation skills.
  • Client-focused mindset with active listening and follow-through.

TECHNOLOGY

  • NetSuite CRM tool
  • MS 365
  • SQL Knowledge
  • PowerBI Knowledge

EDUCATION

Bachelor of Arts in Business – Communication, or at least 2 years equivalent working experience with an emphasis in Public Safety or related field.

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
  • The employee is occasionally required to move around the office.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • May require travel, depending on company needs, which may include overnight travel.
  • The employee may occasionally lift and/or move up to 30 lbs.
  • Can work under deadlines.
  • Position may require flexible scheduling, off-shifts, weekend, holiday, on-call, and/or overtime hours of work in accordance with department policy or procedures.
  • The noise level in the work environment is usually moderate to active.

EEO STATEMENT

FirstWatch is committed to diversity, equity, inclusion & equal employment opportunities for all employees and applicants. All employment is decided based on the basis of qualifications, personal merit, experience, ability, job performance, and business need.

FirstWatch prohibits discrimination and harassment of any type without regard to race, color, religion or belief, age, sex (including pregnancy), family or parental status, sexual orientation, gender identity and/or expression, national, social or ethnic origin, disability status, genetics, protected veteran status, marital, civil union or domestic partnership status or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ACKNOWLEDGEMENT

This job description is not a comprehensive list. The above statements are intended to describe the general nature and level of work performed by the incumbent in this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills, and are subject to change at any time, and will include other tasks and duties as assigned.

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