Frontline Wildfire Defense

Customer Support

• 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

Explore Customer Support Specialist – Emergency Response at Frontline Wildfire Defense. Review requirements and application details.

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Customer Support Specialist – Emergency Response