FieldPulse
Technical Support Escalations Lead
Dallas, TX · Full-time
Sponsorship not specifiedDetected 27 days ago
SQLIncident ResponseJiraSalesforceCustomer SuccessCustomer SupportLeadershipCommunicationMentoring
About the role
- Our Customer Success team is hyper-focused on providing an exceptional customer experience.
- This role is highly hands-on and issue-centric.
- You will take on key escalated cases and act as a liaison for critical customer interactions while partnering closely with Engineering, Product, Customer Success, and Implementation to ensure our customers' technical concerns are resolved completely.
Responsibilities
- Manage the daily operations of the Technical Support team, ensuring tickets, escalations, and incidents are resolved efficiently and with high quality.
- Serve as a hands-on leader and escalation point for complex technical issues that require deeper investigation or cross-functional coordination Perform advanced troubleshooting, including reviewing logs, investigating data issues, validating workflows, and identifying root causes of platform problems.
- Conduct root cause analysis on recurring issues and partner with Engineering and Product to prevent repeat failures.
- Monitor the support queue to identify stalled or high-risk cases and proactively drive them toward resolution.
- Lead real-time incident response during outages or large-scale issues, coordinating communication across Support, Engineering, Customer Success, and Leadership.
- Act as a liaison between Technical Support, Engineering, Product, Implementation, and Customer Success to ensure alignment on active issues.
- Identify workflow inefficiencies and partner with the Technical Support Manager to improve processes, tooling, and routing.
- Own and maintain knowledge base quality by ensuring complex solutions are documented and reusable.
- Partner with Customer Success, Implementation, and Customer Support to ensure a seamless experience across the full customer lifecycle.
- You will also act as a technical lead for the technical team, directing tasks to be completed and becoming a subject matter expert to support faster case resolution.
Requirements
- 2 to 3 years of experience in technical support, customer support, or customer success in a SaaS environment.
- Strong technical troubleshooting skills and ability to investigate complex system issues.
Skills
- FieldPulse is a high-growth field service management software built specifically for the trades.
Benefits
- Paid Parental Leave: Support for you and your family when it matters most.
- Medical insurance, plus dental & vision benefits to keep you covered.
Company info
- Work on exciting projects that truly move the needle.
- Translate technical issues into clear, customer-friendly explanations for internal teams and customers.
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This listing is sourced directly from FieldPulse's careers page and normalized into a canonical job model.