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 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, troubleshoot system 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 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.

• Proficiency in Google Workspace (Gmail, Sheets, Docs, Drive) and Slack.

• High school diploma or equivalent.

Nice to Have

• 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 such as Genasys Protect or Watch Duty.

• 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.

Compensation & 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!

Join Our Mission!

If you're excited about building technology that protects homes and families from wildfire disasters, we want to hear from you! Apply today and become part of a fast-growing team with purpose and innovation at its core.

Diversity and inclusion are essential values at Frontline. We know we'll do our best and most impactful work when we feel represented, and we belong. We encourage talented people from a wide variety of backgrounds and experiences to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.