Job Summary

We’re hiring an Extracts & NEMSIS Support Specialist III—a technical expert and proactive advocate who will elevate support for RescueNet and EMS Charts customers. You’ll ensure NEMSIS compliance, guide agencies through state and national reporting challenges, and drive “best-in-class” customer experiences by balancing reactive troubleshooting with proactive prevention.

This role collaborates across Support, Product, and Implementation to reduce compliance burdens, empower customers, and maintain trust in a competitive market. If you thrive on untangling complex issues, enjoy mentoring others, and want to support life-saving work, this is your chance to shine.

Essential Functions

Technical Mastery & Compliance

• Act as the subject matter expert (SME) for extracts in RescueNet and EMS Charts, mastering NEMSIS standards, state schematron validation, and billing workflows.
• Apply the ZOLL Diagnostic Method (ZDM) to investigate root causes—think extract failures, XML schema errors, and submission glitches—and document solutions for repeatable success.
• Leverage SQL and XML to troubleshoot errors, propose fixes, and document validation rule workarounds for Product to address long-term.

State Collaboration & Agility

• Stay ahead of NEMSIS updates (e.g., 3.5.0 to 3.5.2) and state reporting changes, ensuring rapid adaptation to minimize customer disruptions.
• Troubleshoot submission errors on state platforms (e.g., ImageTrend, Biospatial), bridging gaps between ZOLL systems and state requirements.
• Build trusted relationships with state EMS data managers through collaborative problem-solving—think fixing schematron conflicts or coordinating deployment timelines.

Proactive Outreach & Customer Empowerment

• Partner with Product, R&D, and Implementation to test state rules in sandbox environments, escalating validation challenges to Product for systemic solutions.
• Craft best-practice guides, impact statements, and outreach plans (e.g., “New York 3.5 Update: Configuration Tips”) to preempt support spikes.
• Analyze data submission patterns (via reports or analytics) to identify at-risk customers, balancing reactive fixes with proactive education in a 50/50 split.

Knowledge Sharing & Cross-Team Support

• Author reusable resources—technical articles, SQL/XML scripts, and state-specific cheat sheets—to empower peers, customers, and Implementation teams.
• Mentor Support teammates on NEMSIS intricacies and compliance workflows, fostering cross-training as RescueNet fades and EMS Charts grows.
• Share insights with Product and Professional Services to support long-term compliance efficiency and Managed Services initiatives.

What Success Looks Like

• You resolve extract and schema-related issues quickly, using clear documentation and collaborative investigation.
• You empower customers with proactive insights, helpful resources, and early warnings on compliance changes.
• You support and mentor your teammates, contributing to a culture of learning and shared wins.
• You stay informed and ready—adapting quickly to evolving state requirements while minimizing downstream impact.

What You Bring

• 4–6 years in technical or product support, ideally in healthcare, EMS, or SaaS environments.
• Deep NEMSIS knowledge—standards, state reporting, and schematron validation—paired with strong SQL and XML skills.
• A knack for explaining technical concepts to diverse audiences, from EMS crews to state officials.
• Experience with Salesforce, Jira, Power BI, Slack, Microsoft Teams, and remote collaboration platforms.
• Willingness to travel occasionally (10–15%) for conferences or cross-functional collaboration.

What Sets You Apart

• You’ve untangled a messy extract, fixed a compliance error, and called a state data manager to refine a schematron—all before lunch.
• You see the ripple effects of data failures on EMS agencies and jump in to protect them.
• You’re energized by proactive wins—heading off support cases with a well-timed guide or heads-up to a customer.
• You thrive in dynamic environments where your expertise makes a visible impact on customer success.

Why ZOLL?

• Join a mission-driven team where your work directly supports life-saving EMS operations.
• Grow with a Colorado-based company (hello, mountain views!) that invests in your career through cross-training and innovation.
• Work alongside curious, committed teammates who care deeply about their craft, their customers, and each other.

Preferred Languages

• English - Expert

Travel Requirements
This is a remote-first position, with occasional travel (10–15%) to NEMSIS conferences, state meetings, or ZOLL base camps in Broomfield, CO.

Salary for this position is $20-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. 

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.