Customer Support Specialist – Emergency Response

Frontline Wildfire Defense

. Monitor active wildfire incidents and Frontline fire-tracking alerts .

Posted 10/30/2026full-timeRemote • United StatesJuniorMid-Level💰 $29 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support during high-pressure situations, effectively troubleshooting connected technology and maintaining clear communication. Proficient in documentation and ticketing systems while ensuring customer safety and satisfaction during emergency events.

Highest-signal resume keywords

Customer-Facing ExperienceTroubleshooting Connected TechnologyDocumentation and Ticketing SystemsCalm Under PressureAvailability for Rotating Shifts

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingDocumentationTicketing SystemsCrisis SupportEmergency Dispatch

Soft Skills

Clear CommunicationEmpathyDe-EscalationSound JudgmentPrioritization

Tools & Technologies

Google WorkspaceSlackFrontline AppWi-FiCellular Devices

Industry Keywords

Wildfire Incident MonitoringEvacuation GuidanceCAL FIREInciWebRed Flag Warnings

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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