Technical Support Escalations Lead

Field Pulse 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, Field Pulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.

Technical Support Escalations Lead

About Field Pulse:

Field Pulse 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, Field Pulse 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…