Technical Support Escalations Lead

FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment we help trades businesses streamline every step of their work. Our platform empowers office staff field technicians management and business owners with the tools they need to book and schedule work create estimates complete jobs and get paid - faster and more efficiently. Trusted by thousands of businesses globally FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.

Technical Support Escalations Lead

About FieldPulse:

FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment we help trades businesses streamline every step of their work. Our platform empowers office staff field technicians management and business owners with the tools they need to book and schedule work create estimates complete jobs and get paid - faster and more efficiently. Trusted by thousands of businesses globally FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.

About the Role:

Our Customer Success team is hyper-focused on providing an exceptional customer experience. The Technical Support Escalations Lead will play a critical role in the day-to-day execution of our Technical Support organization ensuring complex issues are resolved quickly escalations are handled with confidence and expertise is provided to the technical support team as needed.

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.  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. The ideal candidate is a highly technical problem solver who thrives in fast-paced SaaS environments and is not afraid to get their hands dirty.

Where You'll Work: 

• Full-time in-office at our headquarters in Dallas TX. (hybrid possible after training is complete)
• You’ll be right in the heart of the action surrounded by a team of passionate high-energy individuals who thrive in a collaborative fast-paced environment.

What You'll Do: 

• 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.
• Translate technical issues into clear customer-friendly explanations for internal teams and customers.
• Act as a liaison between Technical Support Engineering Product Implementation and Customer Success to ensure alignment on active issues.
• Provide detailed case summaries reproducible steps and technical context to Engineering to accelerate bug fixes and improvements
• Identify recurring product gaps and communicate patterns to Product and leadership to influence roadmap decisions.
• 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.
• Track and manage operational metrics including resolution time backlog health escalation volume and customer satisfaction
• Act as an escalation point for high-impact customers or high-risk situations requiring technical authority.
• Partner with Customer Success Implementation and Customer Support to ensure a seamless experience across the full customer lifecycle.

What We're Looking For:

• 2 to 3 years of experience in technical support customer support or customer success in a SaaS environment.
• At least 1  year of experience mentoring technical support team members.
• Strong technical troubleshooting skills and ability to investigate complex system issues.
• Experience working with SQL logs APIs databases or technical debugging tools
• Experience managing escalations and high-priority customer situations
• Experience working cross-functionally with Engineering Product and Customer Success teams
• Strong understanding of support operations in a multi-channel environment including chat phone and email
• Experience with support platforms such as Jira Salesforce or similar tools
• Strong analytical mindset with the ability to identify patterns and root causes across large volumes of cases
• Ability to stay calm and organized in high-pressure situations
• Strong communication skills with the ability to explain technical issues to non-technical audiences

Why You’ll Love Working Here:

• Impactful Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
• Comprehensive Health Coverage: Medical insurance plus dental & vision benefits to keep you covered.
• Health & Wellness Perks: Memberships to keep you feeling your best.
• 401(k) Plan: Secure your future while you grow with us.
• Clear Path for Growth: Transparent career progression professional development and promotion opportunities.
• Paid Parental Leave: Support for you and your family when it matters most.

What We Do

Trusted by thousands of service businesses FieldPulse is an all-in-one platform that gets your entire field service team on the same page across the office and the field so that time is focused on growing the business and serving customers.Built with customization at the center FieldPulse is the only service management software that adapts to the unique ways each service business manages their workflows. Backed by award-winning customer support FieldPulse is the business partner contractors trust to simplify their operations and power growth.FieldPulse puts essential features like scheduling estimates invoices payments customer management and job management into one platform and helps you scale while maintaining consistency across processes and service quality. As your business grows opt in to advanced features for larger more complex business types like custom reporting inventory management pricebook Operator AI and more.Explore all features or get a demo at fieldpulse.com

Why Work With Us

FieldPulse was founded in 2015 and recently raised a $50 million Series C funding round in 2025. FieldPulse was named on the 2025 Inc. 5000 list of fastest growing private companies and has also been named Best Place to Work in Dallas by the Dallas Morning News.