[Hiring] Customer Support & Monitoring Specialist @Frontline Wildfire Defense

Role Description

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.

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 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.

• Monitor active wildfire incidents and Frontline’s fire-tracking alerts.
• Proactively contact customers in a fire’s path to confirm they received their alerts.
• Verify system readiness in real time.
• Provide calm, clear guidance to customers who are evacuating or under stress.
• Track incidents using official sources and share accurate updates.
• Log system activity and performance during fire events.
• Respond to inbound calls, texts, emails, and app messages from customers.
• Troubleshoot the Frontline app and connectivity over the phone.
• Create and manage service tickets and dispatch requests.
• Follow up with affected customers after a fire event.
• Lead proactive readiness check-ins before fire season.
• Help build and refine response playbooks and knowledge base.
• Spot recurring issues and share them with relevant teams.
• Perform additional related tasks as assigned.

Qualifications

• 2+ years in a high-pressure, customer-facing role.
• A calm, steady presence under pressure.
• Comfort troubleshooting connected technology over the phone.
• Sound judgment and the ability to prioritize quickly.
• Strong documentation habits and experience with ticketing or CRM systems.
• Availability to work rotating shifts and take on extra shifts during active fire events.
• A quiet, private home workspace with reliable high-speed internet.
• Proficiency in Google Workspace and Slack.
• High school diploma or equivalent.

Requirements

• Emergency communications or monitoring training.
• Incident Command System familiarity or wildland fire coursework.
• Working knowledge of wildfire behavior and evacuation zone tools.
• Experience with irrigation, plumbing, or smart home systems.
• Experience with ServiceTitan or similar field service management software.
• Bilingual in English and Spanish.
• Experience in a high-growth startup or building a new team or process.

Benefits

• Salary Range: $29.00 - $36.00 per hour, based on experience.
• Company-provided cell phone and laptop.
• Medical, Dental, and Vision Insurance.
• 401(k) retirement plan.
• Flexible time off + 14 paid holidays.
• Work-from-home stipend to support your remote setup.
• Remote-first work environment.
• Company-provided equipment.
• Join a high-performing, mission-driven team.
• And much more!

Company Description

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.

As wildfires grow hotter and more frequent, our vision is to give people the tools and strategies to live safely with fire.