Senior Remote Customer Support & Monitoring Specialist – 24/7 Wildfire Emergency Response, Incident Management & Real‑Time System Oversight for brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining how homeowners, commercial property owners, and emergency responders protect their assets from the devastating impacts of wildfires. Since our founding in 2017, we have combined satellite connectivity, real‑time fire‑tracking software, and on‑site sprinkler systems into a seamless, automated defense that can detect, alert, and activate before a blaze reaches a building. Our mission is simple yet profound: keep people safe and their properties intact when the next wildfire season rolls around.

With a vibrant team of 51‑200 professionals headquartered in San Francisco and a fully remote‑first culture, brighthush is at the forefront of a critical, growing industry. We are building a future where technology and human expertise work hand‑in‑hand to save lives, preserve communities, and protect the environment.

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.

We believe that the best solutions come from diverse perspectives and collaborative effort. That’s why we invest heavily in professional development, cross‑functional projects, and a culture that celebrates learning, innovation, and impact.

What You’ll Do

Real‑time Incident Monitoring

• Vigilant Surveillance: Continuously monitor active wildfire incidents and brighthush’s fire‑tracking alerts across the western United States.
• Customer Impact Assessment: Identify customers within the alert radius, evaluate fire proximity, behavior, and evacuation status, and prioritize outreach accordingly.
• Data‑Driven Decision Making: Use authoritative sources such as CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation zone maps to inform your monitoring strategy.

Proactive Customer Outreach

• Immediate Engagement: 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.
• Clear, Calm Communication: Provide empathetic, step‑by‑step instructions to customers who are evacuating or under stress, reinforcing that personal safety and official evacuation orders come first.

System Readiness Verification

• Live Checks: Conduct live checks of controller connectivity, backup battery health, water pressure, and secondary water sources.
• Issue Resolution: Resolve or immediately escalated any issues that arise, ensuring that every system is ready to deploy at a moment’s notice.

Incident Tracking & Updates

• Accurate Reporting: 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.
• Timely Communication: Share accurate, timely updates with customers and internal teams, keeping everyone informed and aligned.

Multi‑Channel Support & Technical Troubleshooting

• Responsive 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.
• Hands‑On Guidance: 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 & Ticket Coordination

• Defined Escalation Matrix: Follow a structured escalation matrix to involve engineering, field service, or leadership when an issue exceeds first‑line support.
• Ticket Ownership: Own the ticket through resolution, ensuring that every customer interaction is logged, tracked, and closed with a high level of satisfaction.
• Dispatch Coordination: Create and manage service tickets and dispatch requests so field teams can respond quickly and efficiently.

Essential Qualifications

• Minimum of 2 years of experience in customer support, technical support, or incident response roles.
• Strong understanding of emergency management principles and wildfire behavior.
• Proficiency with remote monitoring tools, ticketing systems (e.g., Zendesk, ServiceNow), and CRM platforms.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Ability to remain calm under pressure and provide clear, concise guidance during high‑stress situations.
• Self‑motivated, highly organized, and capable of managing multiple priorities simultaneously.
• Valid driver’s license and willingness to travel for occasional on‑site support or training events.

Preferred Qualifications

• Experience working with satellite or IoT connectivity solutions.
• Background in fire science, emergency services, or related fields.
• Knowledge of California wildfire regulations and local evacuation protocols.
• Familiarity with data analytics tools and ability to generate actionable insights from incident logs.
• Previous remote‑first or distributed team experience.

Skills & Competencies

• Technical Aptitude: Comfortable troubleshooting hardware and software issues, interpreting system diagnostics, and guiding customers through remote diagnostics.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help people protect their homes and businesses.
• Problem‑Solving: Ability to think critically, identify root causes, and implement effective solutions quickly.
• Collaboration: Works seamlessly with engineering, field service, and product teams to resolve complex incidents.
• Adaptability: Thrives in a fast‑moving environment where priorities can shift rapidly based on evolving wildfire conditions.
• Data‑Driven: Comfortable reviewing incident metrics, logging detailed notes, and contributing to continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Remote Customer Support & Monitoring Specialist, you will:

• Gain hands‑on experience with cutting‑edge satellite and IoT technologies that are shaping the future of emergency response.
• Participate in cross‑functional projects that influence product roadmap and customer experience enhancements.
• Access a curated learning library that includes courses on fire science, emergency communication, and advanced technical troubleshooting.
• Earn certifications in incident management, customer success, or IoT systems through our partnership with industry leaders.
• Progress into senior support roles, team lead positions, or specialized incident response tracks as you demonstrate expertise and leadership.

Work Environment & Company Culture

brighthush’s culture is built on trust, transparency, and a shared commitment to safety. Key highlights include:

• Remote‑First Flexibility: Work from any U.S. location with a reliable internet connection.
• Community & Collaboration: Weekly virtual huddles, monthly knowledge‑sharing sessions, and quarterly in‑person retreats.
• Mission‑Driven Purpose: Every task directly contributes to protecting lives and property from wildfire.
• Inclusive Environment: Diverse teams, open dialogue, and a zero‑tolerance policy for discrimination.
• Wellness & Balance: Flexible scheduling, mental health resources, and a culture that respects personal time.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match.
• Paid time off, sick leave, and a generous parental leave policy.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance program and mental health support.
• Annual wellness stipend and access to virtual fitness classes.

Ready to Join?

If you’re ready to join a team that’s redefining wildfire protection and making a tangible difference in people’s lives, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build a safer future together at brighthush.