Technical Support Escalations Lead

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);background-color:rgb(255,255,255);font-size:10pt;white-space:pre-wrap;\">Technical Support Escalations Lead</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);background-color:rgb(255,255,255);font-size:10pt;white-space:pre-wrap;\">About FieldPulse:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(37,37,40);font-size:10pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);background-color:rgb(255,255,255);font-size:10pt;white-space:pre-wrap;\">About the Role:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">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.&nbsp; 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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);background-color:rgb(255,255,255);font-size:10pt;white-space:pre-wrap;\">Where You'll Work:&nbsp;</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Full-time, in-office at our headquarters in Dallas, TX. (hybrid possible after training is complete)</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">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.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);background-color:rgb(255,255,255);font-size:10pt;white-space:pre-wrap;\">What You'll Do:&nbsp;</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Manage the daily operations of the Technical Support team, ensuring tickets, escalations, and incidents are resolved efficiently and with high quality.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Serve as a hands-on leader and escalation point for complex technical issues that require deeper investigation or cross-functional coordination</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Perform advanced troubleshooting, including reviewing logs, investigating data issues, validating workflows, and identifying root causes of platform problems.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Conduct root cause analysis on recurring issues and partner with Engineering and Product to prevent repeat failures.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Monitor the support queue to identify stalled or high-risk cases and proactively drive them toward resolution.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Lead real-time incident response during outages or large-scale issues, coordinating communication across Support, Engineering, Customer Success, and Leadership.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Translate technical issues into clear, customer-friendly explanations for internal teams and customers.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Act as a liaison between Technical Support, Engineering, Product, Implementation, and Customer Success to ensure alignment on active issues.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Provide detailed case summaries, reproducible steps, and technical context to Engineering to accelerate bug fixes and improvements</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Identify recurring product gaps and communicate patterns to Product and leadership to influence roadmap decisions.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Identify workflow inefficiencies and partner with the Technical Support Manager to improve processes, tooling, and routing.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Own and maintain knowledge base quality by ensuring complex solutions are documented and reusable.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Track and manage operational metrics, including resolution time, backlog health, escalation volume, and customer satisfaction</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Act as an escalation point for high-impact customers or high-risk situations requiring technical authority.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Partner with Customer Success, Implementation, and Customer Support to ensure a seamless experience across the full customer lifecycle.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);font-size:10pt;white-space:pre-wrap;\">What We're Looking For:</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">2 to 3 years of experience in technical support, customer support, or customer success in a SaaS environment.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">At least 1&nbsp; year of experience mentoring technical support team members.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Strong technical troubleshooting skills and ability to investigate complex system issues.</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;--listitem-marker-color:#000000;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Experience working with SQL, logs, APIs, databases, or technical debugging tools </span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Experience managing escalations and high-priority customer situations</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Experience working cross-functionally with Engineering, Product, and Customer Success teams</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Strong understanding of support operations in a multi-channel environment, including chat, phone, and email</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Experience with support platforms such as Jira, Salesforce or similar tools</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Strong analytical mindset with the ability to identify patterns and root causes across large volumes of cases</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Ability to stay calm and organized in high-pressure situations</span></li><li style=\"color:rgb(0,0,0);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:9pt;white-space:pre-wrap;\">Strong communication skills with the ability to explain technical issues to non-technical audiences</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(97,131,216);font-size:10pt;white-space:pre-wrap;\">Why You’ll Love Working Here:</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Impactful, Fast-Paced Startup Culture: </strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Work on exciting projects that truly move the needle.</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Comprehensive Health Coverage: </strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Medical insurance, plus dental &amp; vision benefits to keep you covered.</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Health &amp; Wellness Perks</strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">: Memberships to keep you feeling your best.</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">401(k) Plan: </strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Secure your future while you grow with us.</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Clear Path for Growth: </strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Transparent career progression, professional development, and promotion opportunities.</span></li><li style=\"color:rgb(37,37,40);font-size:9pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Paid Parental Leave: </strong></b><span style=\"color:rgb(37,37,40);font-size:9pt;white-space:pre-wrap;\">Support for you and your family when it matters most.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(37,37,40);font-size:11pt;white-space:pre-wrap;\">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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p>"
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