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.