Remote Customer Support & Monitoring Specialist – 24/7 Wildfire Emergency Response & Incident Management

About brighthush

brighthush is a trailblazing technology company that empowers homeowners and commercial property owners to protect their assets from the devastating impacts of wildfires. By combining cutting‑edge satellite connectivity, real‑time fire‑tracking software, and on‑site sprinkler systems, we deliver a seamless, automated defense that can detect, alert, and activate before a blaze reaches a building. Founded in 2017 and headquartered in San Francisco, brighthush has grown to a vibrant team of 51‑200 professionals who share a single mission: to keep people safe and their properties intact when the next wildfire season rolls around.

Why Join brighthush?

At brighthush, you’ll be part of a high‑performing, mission‑driven team that tackles one of the most urgent challenges of our time. Our remote‑first culture gives you the freedom to work from anywhere in the United States while maintaining a strong sense of community through regular virtual huddles, quarterly in‑person retreats, and a robust internal knowledge base. We value curiosity, resilience, and a passion for continuous improvement—qualities that are essential for anyone who wants to make a real difference in people’s lives.

Key Responsibilities

• Real‑time Incident Monitoring: Keep a vigilant eye on active wildfire incidents and brighthush’s fire‑tracking alerts. Identify customers within the alert radius, assess fire proximity, behavior, and evacuation status, and prioritize outreach accordingly.
• Proactive Customer Outreach: Reach out to customers whose properties lie in a fire’s path to confirm receipt of alerts, verify system status, and guide them through activation or override decisions using the brighthush app.
• System Readiness Verification: Conduct live checks of controller connectivity, backup battery health, water pressure, and secondary water sources. Resolve or immediately escalated any issues that arise.
• Calm & Clear Guidance: Provide empathetic, step‑by‑step instructions to customers who are evacuating or under stress, reinforcing that personal safety and official evacuation orders come first.
• Incident Tracking & Updates: Use authoritative sources such as CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation zone maps to track incidents. Share accurate, timely updates with customers and internal teams.
• Performance Logging: Record system activity during fire events—including activation, runtime, water source changes, and faults—and promptly escalated failures to on‑call engineering and field service.
• Multi‑Channel Support: Respond to inbound calls, texts, emails, and app messages from homeowners and commercial customers at any hour, both during fire season and off‑season.
• Technical Troubleshooting: Resolve issues with the brighthush app, controller, alerts, and connectivity (Wi‑Fi, cellular, satellite) over the phone, walking customers through solutions step by step.
• Escalation Management: Follow a defined escalation matrix to involve engineering, field service, or leadership when an issue exceeds first‑line support, and own the ticket through resolution.
• Ticket & Dispatch Coordination: Create and manage service tickets and dispatch requests so field Apply for this job