Associate - Community Outreach and Incident Analysis

Who we are

The problem: Every minute matters in fire response.  As climate change amplifies the intensity of wildfires—with longer fire seasons, dryer fuels, and faster winds—new ignitions spread faster and put more communities at risk. Today, most wildfires are detected by bystanders and reported via 911, meaning it can take hours to detect a fire, verify its exact location and size, and dispatch first responders. Fire authorities need a faster way to detect, confirm, and pinpoint fires so that they can quickly respond—preventing small flare-ups from becoming devastating infernos.

About Pano: Pano is a venture-backed early-stage climate tech startup that is the leader in wildfire early detection, leveraging the latest advancements in IoT, AI, satellites, and SaaS software to deliver actionable intelligence to customers. Pano leverages mountaintop cameras and satellites to detect the first traces of smoke and put real-time fire images in the hands of asset owners and first responders to speed up containment. Pano is already partnering with major utilities, fire authorities, and government agencies in the USA and Australia. Recent media coverage includes being named one of the Top 10 most innovative companies in AI of 2023 by FastCompany and recipient of the Innovative Mobile Service and Application Award at Mobile World Congress through our partnership with T-Mobile.

Pano brings together a diverse team bridging frontline, wildland firefighting experience with best-in-class know-how in operations, logistics, artificial intelligence, and software. Our team is composed of experienced technology professionals from companies such as Apple, Cisco, Nest, DoorDash and Meta. Headquartered in San Francisco with an office and factory in the Mission District, our hybrid team works from locations around the world. Founded in mid-2020, we’ve raised over $40M from leading VC funds. 

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. 

• Stay apprised of wildfire risk and fire weather conditions in microclimates across a multi-state geographic region – initially focused on but not limited to Colorado and Texas
• Analyze and determine the relevance of incident alerts to Pano’s utility customers and their emergency operations personnel by quickly gathering vital details like incident location, proximity to utility infrastructure evaluating incident spread risk.
• Coordinate dissemination of curated incident alerts to key utility stakeholders and collaborate with utility emergency operations personnel for process improvements.
• Identify and reach out to local fire/disaster management agencies to notify them of Pano station deployments and conduct onboarding sessions with these community end-users.
• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions in collaboration with Customer Success and Sales teams.
• Expertly navigate a SaaS business by skillfully managing expectations and making thoughtful choices that align Pano’s business goals with customer and end-user needs.
• Model exemplary customer service and creatively problem-solve when difficult situations arise in high-stress situations.
• Help internal teams understand the fire community and industry’s priorities and be the feedback loop from end-users into the Pano Product team.
• Deeply understand the product suite and functionality to enable effective communication of capabilities to customers and end-users.
• Identify and participate in a variety of outreach efforts including industry trade shows, community fire events, presentations and workshops. 

• 2+ years of experience in Wildland Fire Dispatch   
• Excellent communication and interpersonal skills
• Friendly, enthusiastic, and positive attitude while working in a calm and methodical manner in high-stress situations.
• Skilled at multitasking, maintaining meticulous attention to detail, and synthesizing disparate information to make decisions.
• Comfortable working in a technology-oriented environment with an understanding of Google Suite. 
• Belief in Pano AI’s mission, empathy for the stakeholders we serve, a desire to excite our customers, and curiosity and interest in our technology.
• Able to staff Mountain Standard Time daylight hours and travel approximately 10% to 20%.

• BS / BA degree or equivalent work experience 
• 2+ year 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.  

Pano is an equal opportunity employer committed to recruiting and supporting our team-members regardless of where they come from. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.