Customer Support Specialist – Emergency Response
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Job Description
Wildfire Response Specialist monitoring Frontline’s connected wildfire defense systems and supporting customers during emergencies. Troubleshooting systems, coordinating response, and improving readiness for wildfire events.
Responsibilities:
- Monitor active wildfire incidents and Frontline 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 and guide them through activation or override decisions
- Verify controller connectivity, backup battery, water pressure, and secondary water sources
- Provide calm guidance to evacuating or stressed customers, reinforcing personal safety and official evacuation orders
- Track incidents using CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation maps
- Log system activity and performance during fire events and escalate failures to engineering and field service
- Respond to inbound calls, texts, emails, and app messages around the clock
- Troubleshoot the Frontline app, controller, alerts, and Wi-Fi, cellular, and satellite connectivity
- Follow escalation procedures and own issues through resolution
- Create service tickets and dispatch requests
- Maintain detailed interaction, decision, and follow-up records
- Follow up after fire events to confirm system status and schedule refills, inspections, or repairs
- Document system performance and property outcomes for product improvements and performance reporting
- Lead readiness check-ins before fire season and during Red Flag Warnings
- Help build response playbooks, call scripts, escalation protocols, and knowledge bases
- Identify recurring issues and customer pain points and share them with Product, Engineering, and Field Services
- Perform additional related tasks as assigned
Requirements:
- 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
- Ability to remain calm under pressure, de-escalate distressed callers, and communicate clearly and empathetically
- Comfort troubleshooting connected technology over the phone, including apps, Wi-Fi, cellular devices, and controllers
- Sound judgment and ability to prioritize quickly during multiple urgent situations
- Strong documentation habits and experience with ticketing or CRM systems
- Availability for rotating shifts, including overnights, weekends, and holidays, plus extra shifts or on-call time during active fire events
- Quiet, private home workspace with reliable high-speed internet and a backup connectivity plan
- Proficiency in Google Workspace and Slack
- High school diploma or equivalent
- U.S.-based
- Successful completion of comprehensive background checks
Benefits:
- Company-provided cell phone and laptop
- Medical, Dental, and Vision Insurance
- 401(k) retirement plan
- Flexible time off
- 14 paid holidays, including your birthday
- Work-from-home stipend to support your remote setup
- Remote-first work environment
- Company-provided equipment
- Overtime eligible
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