Customer Support & Monitoring Specialist - Emergency Response

Frontline Wildfire Defense; United States; Remote; USD 30,000 - 47,000; Full time

Job summary

Frontline Wildfire Defense is seeking a Wildfire Response Specialist to join our remote 24/7 team. You will answer calls and messages, troubleshoot a connected system, and coordinate with engineering and field teams to resolve issues during active wildfires. Availability for nights, weekends, and holidays is required.

The role focuses on readiness, proactive outreach, and clear communication to protect homes and properties in fire events.

Qualifications

• 2+ years in a high‑pressure, customer‑facing role such as emergency dispatch or crisis support.
• Calm, steady presence under pressure with ability to de‑escalate.
• Comfort troubleshooting connected technology over the phone.
• Strong documentation habits and experience with ticketing/CRM systems.
• Availability to work rotating shifts, including overnights, weekends, and holidays.
• Quiet, private home workspace with reliable high‑speed internet.

Responsibilities

• Monitor active wildfire incidents and prioritize outreach based on fire proximity.
• Proactively contact customers in a fire’s path and guide them through alerts and actions in the app.
• Verify system readiness in real time and escalate as needed.
• Provide calm guidance to customers under stress while prioritizing safety.
• Log activity and coordinate with engineering and field teams to resolve issues.
• Follow up after fires to schedule refills, inspections, or repairs.

Skills

Calm under pressure

Empathy

Clear communication

Documentation

Ticketing/CRM proficiency

Technical troubleshooting

Shift flexibility

Tools

CRM systems

Ticketing software

Job description

Customer Support & Monitoring Specialist - Emergency Response

Remote

Please note: This role is posted as Customer Support & Monitoring Specialist - Emergency Response for candidate sourcing purposes only. The official title for this position is Wildfire Response Specialist

Please note: We do not accept unsolicited candidate introductions, referrals, or resumes from external recruiters or staffing agencies.

Location: Remote (U.S. based). This role supports Frontline customers in every market we serve and requires availability for rotating shifts, including overnights, weekends, and holidays. Candidates located in PST/MST time zones are preferred.

As part of our hiring process, Frontline Wildfire Defense conducts comprehensive background checks for all new hires. These checks typically cover the past 7–10 years and may include employment and education verification. For roles that require work in the field, driving record verification is also required. Employment offers are contingent upon the successful completion of these background checks.

About Frontline Wildfire Defense

Founded in 2017, Frontline developed the first fully integrated wildfire defense system to stop the leading cause of home loss in wildfires: ember-driven ignition. The system combines exterior sprinklers, full-coverage design, and connected software for remote monitoring and response, allowing homes to protect themselves long after families evacuate or infrastructure fails.

Proven effective during the 2025 Los Angeles wildfires, 96% of homes with Frontline systems survived. That success has earned top industry recognition, including Frontline being recognized as one of TIME’s Best Inventions 2025 in the Green Tech category and receiving the PCBC Gold Nugget Award for “Most Innovative Housing Concept” and the Best of IBS Award for “Best Home Technology.”

As wildfires grow hotter and more frequent, our vision is to give people the tools and strategies to live safely with fire. We’re building a mission-driven team creating real-world solutions in wildfire safety and climate tech.

About This Opportunity

When a wildfire is moving toward a Frontline customer’s home, you will be the calm, knowledgeable voice on the other end of the line. As a Wildfire Response Specialist, you will be part of Frontline’s dedicated 24/7 response team, helping homeowners and commercial customers make sure their wildfire defense systems are ready, running, and doing their job when it matters most.

Every Frontline system is designed to protect a property even after its owners have evacuated. Our fire‑tracking software alerts customers when a wildfire comes within 10 miles and starts an automatic activation countdown. Each system has a connected controller with Wi‑Fi, cellular, and satellite connectivity and a backup battery. When it activates, eave sprayers and roof rotors wet the home and up to 30 feet around it with water and Class A foam, switching to a pool, tank, or well if water pressure drops. Your job is to make sure the people behind those systems are never on their own: before, during, and after a fire.

You will answer inbound calls and messages around the clock, reach out proactively to customers in a fire’s path, troubleshootsystem and connectivity issues in real time, and coordinate with our engineering and field service teams so every issue is resolved. Off‑peak, you will help customers get ready for fire season and help us build the playbooks, tools, and processes this team runs on. This is a remote, hourly role with rotating shifts.

Key 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 elevate 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 elevate failures to on‑call engineering and field service without delay.

24/7 Customer Support

• 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.

Readiness & Continuous Improvement

• 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.

Qualifications

Must‑Have:

• 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.
• Availability to work rotating shifts, including overnights, weekends, and holidays, and to take on extra shifts or on‑call time during active fire events.
• A quiet, private home workspace with reliable high‑speed internet and a backup connectivity plan.