Customer Value Engineer (Logis Dispatch/CAD)

About ESO

ESO builds software and data solutions purpose-built to serve EMS agencies, fire departments, hospitals, and government stakeholders. Our mission is to improve community health and safety outcomes through the power of data, and we take that mission seriously. We are the first responders for the first responders.

About the Role

As a Customer Value Engineer for Logis Dispatch/CAD, you own the earliest and most consequential part of the customer relationship: understanding who the customer actually is, what problem they are solving, how their communication center operates today, and what success looks like from their point of view. You are the customer's first deep technical point of contact, and the quality of your discovery and scoping work determines whether implementation starts from a clear plan or from a guess.

This role sits within Customer Value Engineering. Your center of gravity is discovery, integration mapping, scoping, and value selling: understanding a customer's problem well enough to document their real requirements, translating that into an accurate scope of work, and building a value narrative their own stakeholders can use to justify the investment. Demonstrations, including first-look demonstrations, remain a real and expected part of this job, particularly while the team transitions to this operating model. Over time your time shifts further toward discovery and scoping, but demonstration skill stays part of what makes you effective here, not something you leave behind.

You do not need to be the deepest expert in every corner of Logis Dispatch/CAD. You need to know the platform and the dispatch and communication center domain well enough to run discovery and produce an accurate, well-bounded scope of work on your own for most deals, and to recognize quickly when a deal needs a specialist, such as an implementation engineer or an integration specialist, pulled in for a specific technical question rather than carried through the full sales cycle. Today, implementation engineers are being pulled out of technical delivery work to answer questions that should have been resolved in discovery. Closing that gap is the reason this role exists.

What You Will Do

Discovery and integration mapping (the core of the role)

• Run structured discovery with prospective customers to understand their communication center operations, current workflow, decision-makers, and the underlying business problem, not just the features they are asking about.