Customer Support & Monitoring Specialist - Emergency Response

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.

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.

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

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, 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.

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.

Post-Fire Recovery

• 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…