Incident Analysis and Community Engagement Associate

The Role

Pano AI seeks an Associate - Community Outreach and Incident Analysis to review and curate smoke incident alerts issued by Pano Intelligence Center for relevance to Pano’s utility customers. You will also manage the relationships, including outreach and onboarding, with community end-users such as fire authorities and disaster management agencies. In this role, you will be high touch in communication and support with our direct and indirect customers both pre- and post-deployment.

We are looking for an excellent communicator with a high energy and process driven mindset. who is able to provide a superior customer experience. This is an ideal job for someone with prior Wildland Fire Dispatcher experience or with a background in the broader disaster management community (current or ex-fire fighter, emergency manager etc), who is passionate about public safety and wants to get in the business of climate resiliency.

Following years of increasingly catastrophic climate disasters, we’re now in the midst of one of the greatest paradigm changes in the past century with the entire disaster preparedness space being re-imagined and restructured. This critical role within Pano’s customer success and community outreach team will help empower and accelerate this change. You will help support utility customers’ incident situational awareness and manage Pano’s “ground game” via installing a network of engaged end-users who respond to alerts from Pano stations.

What You'll Do

• Assess and Prioritize Wildfire Incidents in Real Time: Monitor incoming Pano360 smoke alerts during assigned shifts and rapidly determine which incidents represent a meaningful threat to customers. Review camera footage and supporting data including location, proximity to customer assets, weather, topography, fuels, fire behavior, and spread potential to distinguish routine burning activity from incidents requiring action.
• Deliver Fast, Accurate Curated Alerts: Translate incident assessments into clear, actionable customer alerts using Pano’s established workflows. Success means consistently balancing speed and judgment, with a target of completing the assessment and alert process in under five minutes while maintaining a high standard of accuracy.
• Support Rapid Deployments and Field Operations: Travel as needed to support Pano’s Rapid Deploy System at active or emerging incidents, including work from incident command posts, deployment and operation of mobile equipment, and hands-on training for firefighters, government agencies, and other end-users.
• Build and Enable the Fire Community: Establish relationships with local fire departments, emergency management agencies, and other community end-users around Pano deployments. Lead outreach, onboarding, training, and ongoing engagement so end-users understand how to effectively use Pano’s technology in real-world wildfire operations.
• Improve the Program Through Operational Insight: Serve as a wildfire subject matter expert across Pano by identifying trends, self-auditing work, surfacing process improvements, and sharing field and end-user feedback with Product, Customer Success, Operations, and Sales. Help refine alert criteria, workflows, and the broader customer experience as the program continues to scale.

What You'll Bring (Must Have)

• This is a remote position. We are hiring two Associates, with one position requiring residence within the U.S. Central or Eastern Time Zone; the second may be based anywhere in the U.S.
• Wildland Fire Experience (Required) - Hands-on wildland firefighting experience combined with either wildland fire dispatch experience or experience applying wildfire science, technology, intelligence, GIS, or similar tools in an operational wildfire environment.
• BS / BA degree or equivalent work experience with 2+ years of experience in Wildfire, Forestry, and Disaster Management roles; strong preference for Federal wildland fire or state fire agency experience.
• 2+ years of professional experience in either training and development, sales/marketing, customer success/support, operations, or project management.
• Ability to travel up to approximately 20% of the time.

Additional Qualifications

• Ability to work a shift-based schedule with flexibility to support operations across all continental U.S. time zones, within reason and potentially on a semi-recurring basis. Must also be available to work weekends and holidays on a recurring basis.
• Ability to travel approximately 10%–20, including travel to areas supporting active wildfire response to assist with the deployment and operation of Pano AI mobile equipment.

Final compensation for regular full-time employees is determined by a variety of factors, including job-related qualifications, education, experience, skills, knowledge, and geographic location. In addition to base salary, regular full-time roles are eligible for equity. Benefits are tailored to local market standards and statutory requirements in the employee's country of employment, and may include health coverage, retirement or pension contributions, and paid time off. Specific benefit details will be shared during the interview process.