Wildfire Response Specialist

New

Remote (U.S. based)., Candidates located in PST/MST time zones are preferred.Full-TimeJunior

Salary29 - 36 USD per hour

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Job Details

Languages: Bilingual in English and Spanish.
Experience: 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.
Required Skills: Google WorkspaceSlackCustomer support

Have 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.
Demonstrate a calm presence under pressure and the ability to de-escalate distressed callers and communicate clearly and empathetically.
Be comfortable troubleshooting connected technology over the phone, including apps, Wi-Fi, cellular devices, and controllers.
Use sound judgment and prioritize quickly when several urgent situations occur at once.
Have strong documentation habits and experience with ticketing or CRM systems.
Be available for rotating shifts, including overnights, weekends, and holidays, and for extra shifts or on-call time during active fire events.
Have a quiet, private home workspace, reliable high-speed internet, and a backup connectivity plan.
Be proficient in Google Workspace (Gmail, Sheets, Docs, Drive) and Slack.
Have a high school diploma or equivalent.
Emergency communications or monitoring training, Incident Command System familiarity, or wildland fire coursework is a plus.
Working knowledge of wildfire behavior, Red Flag Warnings, or evacuation zone tools such as Genasys Protect or Watch Duty is a plus.
Experience with irrigation, plumbing, sprinkler, smart home, or security system installation or support; ServiceTitan; or building a team or process from scratch is a plus.

Monitor active wildfire incidents and fire-tracking alerts, identify customers within alert range, and prioritize outreach.
Contact customers in a fire’s path to confirm alerts, explain system status, and guide activation or override decisions in the Frontline app.
Verify controller connectivity, backup battery, water pressure, and secondary water sources; resolve or escalate issues.
Provide calm guidance to customers under stress, reinforcing that personal safety and official evacuation orders come first.
Track incidents using official sources and share timely updates with customers and internal teams.
Respond to customer calls, texts, emails, and app messages, and troubleshoot the app, controller, alerts, and connectivity.
Escalate issues to engineering, field service, or leadership; manage service tickets and dispatch requests through resolution.
Follow up with affected customers after fires to confirm system status and coordinate refills, inspections, or repairs.
Lead readiness check-ins and help refine response playbooks, call scripts, escalation protocols, and the knowledge base.
Document system performance and customer outcomes, and share recurring issues with Product, Engineering, and Field Services.

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