[Hiring] Customer Support & Monitoring Specialist - Emergency Response @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.

Background Check Requirement: 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.

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. Your job is to make sure the people behind those systems are never on their own: before, during, and after a fire.

Key Responsibilities

• Active Fire Response
  • 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.
  • Guide customers 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.
  • Provide calm, clear guidance to customers who are evacuating or under stress.
  • Track incidents using official sources and share accurate, timely updates with customers and internal teams.
  • Log system activity and performance during fire events and escalate 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.
  • Troubleshoot the Frontline app, controller, alerts, and connectivity over the phone.
  • Follow a defined escalation matrix to bring in engineering, field service, or leadership when an issue goes beyond first-line support.
  • Create and manage service tickets and dispatch requests for field technicians.
  • Keep detailed, accurate records of every interaction, decision, and follow-up.
• Post-Fire Recovery
  • Follow up with every affected customer after a fire event to confirm system status.
  • Document system performance and property outcomes after each event.
• Readiness & Continuous Improvement
  • Lead proactive readiness check-ins before fire season and during Red Flag Warnings.
  • Help build and refine the response playbooks, call scripts, escalation protocols, and knowledge base.
  • Spot recurring issues and customer pain points and share them with Product, Engineering, and Field Services.
  • Perform additional related tasks as assigned.

Qualifications

• 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.
• 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, including overnights, weekends, and holidays.
• A quiet, private home workspace with reliable high-speed internet and a backup connectivity plan.
• Proficiency in Google Workspace (Gmail, Sheets, Docs, Drive) and Slack.
• High school diploma or equivalent.

Requirements

• 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.
• 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

• Salary Range: $29.00 - $36.00 per hour, based on experience (non-exempt; overtime eligible).
• 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.
• And much more!