[Remote] Customer Support & Monitoring Specialist - Emergency Response

Note: The job is a remote job and is open to candidates in USA. Frontline Wildfire Defense is hiring a Wildfire Response Specialist for its 24/7 response team. The role supports homeowners and commercial customers before, during, and after wildfires by monitoring incidents, troubleshooting wildfire defense systems, coordinating issue resolution, and improving readiness processes.

Responsibilities

• Monitor active wildfire incidents and Frontline’s fire-tracking alerts, identify customers within alert range, and prioritize outreach based on fire proximity. behavior, and evacuation status
• Proactively contact customers in a fire’s path to confirm they received their alerts and understand their system’s status, and guide them through activation or override decisions in the Frontline app
• Verify system readiness in real time, including controller connectivity, backup battery, water pressure, and secondary water source, and resolve or escalate issues immediately
• Provide calm, clear guidance to customers who are evacuating or under stress, always reinforcing that personal safety and official evacuation orders come first
• Track incidents using official sources (e.g., CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation zone maps) and share accurate, timely updates with customers and internal teams
• Log system activity and performance during fire events, including activation, runtime, water source changes, and faults, and escalate failures to on-call engineering and field service without delay
• Respond to inbound calls, texts, emails, and app messages from homeowners and commercial customers at any hour, in fire season and out of it
• Troubleshoot the Frontline app, controller, alerts, and connectivity (Wi-Fi, cellular, and satellite) over the phone, and walk customers through solutions step by step
• Follow a defined escalation matrix to bring in engineering, field service, or leadership when an issue goes beyond first-line support, and own the issue through resolution
• Create and manage service tickets and dispatch requests so field technicians have everything they need to act
• Keep detailed, accurate records of every interaction, decision, and follow-up in our ticketing and customer systems
• Follow up with every affected customer after a fire event to confirm system status and schedule foam and water refills, inspections, or repairs with our field service team
• Document system performance and property outcomes after each event so the data can inform product improvements and Frontline’s performance reporting
• Lead proactive readiness check-ins before fire season and during Red Flag Warnings: confirm the app is installed, contacts are current, and systems are healthy
• Help build and refine the response playbooks, call scripts, escalation protocols, and knowledge base this team will run on
• Spot recurring issues and customer pain points and share them with Product, Engineering, and Field Services so we fix root causes, not just symptoms
• Performs additional related tasks as assigned

Skills

• 2+ years in a high-pressure, customer-facing role such as emergency dispatch, alarm or central station monitoring, a network operations center, crisis support, or technical support for connected devices
• A calm, steady presence under pressure, with proven ability to de-escalate distressed callers and communicate clearly and with empathy
• Comfort troubleshooting connected technology over the phone (apps, Wi-Fi, cellular devices, controllers) and explaining it in plain language
• Sound judgment and the ability to prioritize quickly when several urgent situations happen at once
• Strong documentation habits and experience with ticketing or CRM systems
• Proficiency in Google Workspace (Gmail, Sheets, Docs, Drive) and Slack
• High school diploma or equivalent
• Emergency communications or monitoring training as APCO or NENA telecommunicator training or The Monitoring Association (TMA) operator training
• Incident Command System familiarity (e.g., FEMA IS-100 and IS-700) or wildland fire coursework
• Working knowledge of wildfire behavior, Red Flag Warnings, and evacuation zone tools such as Genasys Protect or Watch Duty
• Experience with irrigation, plumbing, sprinkler, smart home, or security system installation or support
• Experience with ServiceTitan or similar field service management software
• Bilingual in English and Spanish
• Experience in a high-growth startup or a role that helped build a new team or process from scratch

Benefits

• Company-provided cell phone and laptop
• Medical, Dental, and Vision Insurance
• 401(k) retirement plan
• Flexible time off + 14 paid holidays (yes, your birthday is one of them!)
• Work-from-home stipend to support your remote setup
• Remote-first work environment, fostering work-life balance and autonomy
• Company-provided equipment
• Join a high-performing, mission-driven team doing work that truly matters

Company Overview