Customer Support & Monitoring Specialist - Emergency Response

15 hours, 14 minutes ago
Full-time
Junior
Customer and Technical Support
Frontline

Frontline

Frontline Wildfire Defense provides a revolutionary wildfire protection system for homes and businesses, combining automated sprinklers, real-time alerts, and evacuation guidance to safeguard against wildfires.

Construction & Engineering
11-50

Description

  • Monitor wildfire incidents and fire-tracking alerts to identify and prioritize customers at risk.
  • Proactively contact customers in a fire’s path to confirm alerts, explain system status, and guide activation or override decisions.
  • Verify system readiness, including controller connectivity, backup battery, water pressure, and secondary water sources.
  • Provide calm, safety-focused guidance to customers during evacuations and other high-stress situations.
  • Track official fire and evacuation information and communicate timely updates to customers and internal teams.
  • Troubleshoot app, controller, alert, and Wi-Fi, cellular, or satellite connectivity issues; escalate issues as needed.
  • Respond to inbound calls, texts, emails, and app messages and own cases through resolution.
  • Create service tickets and dispatch requests, and maintain detailed interaction and system records.
  • Coordinate post-fire follow-up, refills, inspections, and repairs with field service teams.
  • Improve response playbooks, scripts, escalation protocols, and knowledge-base content based on recurring issues and customer feedback.

Requirements

  • 2+ years of experience in a high-pressure customer-facing role, such as emergency dispatch, monitoring, network operations, crisis support, or connected-device technical support.
  • Ability to remain calm under pressure, de-escalate distressed callers, and communicate clearly and empathetically.
  • Experience troubleshooting connected technology, including apps, Wi-Fi, cellular devices, and controllers, by phone.
  • Strong judgment and ability to prioritize multiple urgent situations.
  • Experience documenting cases in ticketing or CRM systems.
  • Availability for rotating shifts, including overnights, weekends, holidays, and additional/on-call coverage during active fire events.
  • Quiet private home workspace, reliable high-speed internet, and a backup connectivity plan.
  • Proficiency with Google Workspace and Slack.
  • High school diploma or equivalent.
  • Emergency communications or monitoring training, Incident Command System or wildland fire knowledge, wildfire/evacuation tool familiarity, ServiceTitan experience, Spanish fluency, or startup process-building experience (preferred).

Benefits

  • $29.00–$36.00 per hour based on experience, with overtime eligibility.
  • Medical, dental, and vision insurance.
  • 401(k) retirement plan.
  • Flexible time off plus 14 paid holidays, including birthday leave.
  • Remote-first work environment and work-from-home stipend.
  • Company-provided cell phone, laptop, and other equipment.

Interested in this position?

Apply directly on the company website

Apply Now

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