Field Service Specialist

Cumulus Digital Systems

Houston, Northern (TX, KY)

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Equity plan

Unlimited PTO

Health insurance

Dental insurance

FSA

Job summary

Cumulus is seeking a Field Service Specialist (FSS) to be the customer’s first post-go-live contact for technical support. You will triage, resolve where possible, and escalate to engineering when needed, ensuring minimal downtime for active job sites.

Based at a regional hub, you will own inbound tickets, coordinate handoffs, and collaborate with cross-functional teams. Occasional site visits may be required.

Qualifications

2+ years in technical/help-desk support or related roles; training substitutes for degree.
Strong communication and active listening under time pressure.
Ability to triage and escalate effectively.

Responsibilities

Own the inbound support line and ticket queue; triage and resolve remotely when possible.
Escalate unresolved issues to Deployment Engineering with clear steps.
Coordinate handoffs during transitions from deployment to customer success.
Share trends with leadership and product teams to drive improvements.

Skills

Technical support

Customer support

Communication

Troubleshooting

Education

Technical degree (associate or bachelor's)

Tools

Zendesk

Remote diagnostics

Job description

About Cumulus

Cumulus is a Quality Management System (QMS) that ensures critical construction and maintenance activities are done right the first time, every time. By integrating AI-powered workflows and connected IoT devices, the Cumulus QMS improves the productivity and quality of critical work, such as bolt tightening, welding, and pressure testing.

To date, Cumulus has been used to manage over 15,000,000 work completions across industries such as energy, construction, manufacturing, semiconductors, data centers, transportation, chemicals, renewables, and more. In addition to improving safety and sustainability, our technology also has been proven to reduce costs for quality control and data review by over 60%.

Cumulus’s transformative technology has been widely recognized in the industry, including the following awards and honors:

2023 BuiltWorlds Americas Summit Demo Day Winner for Cumulus AI
2022 BuiltWorlds Maverick Awards winner for Cumulus CEO Matthew Kleiman
2021 BuiltWorlds Smart Jobsites 50 Leader List
2020 IoT Breakthrough “IoT Startup of the Year” award
2019 CNBC Upstart 100 list

Role Overview

The Field Service Specialist (FSS) is Cumulus’s dedicated post-deployment support hub — the customer’s first point of contact for technical support after go-live. This role requires the exercise of independent judgment and discretion to triage inbound issues, resolve what’s solvable remotely, and determine when a ticket needs on-site hands or specialized engineering attention. FSSs staff the 1-800-Cumulus support line and own inbound support tickets for their assigned accounts, keeping active job sites running with minimal disruption.

FSSs operate from a regional hub, carrying a caseload of standard accounts included as part of Cumulus’s standard post-deployment support agreement. When a ticket can’t be resolved remotely, the FSS escalates it to Deployment Engineering; if Deployment Engineering can’t solve it either, it escalates to Tier 2 Engineering Services. FSSs report to the Director of Implementation.

Responsibilities

Support Ticket & Phone Line Ownership

Staff the 1-800-Cumulus support line on a rotating schedule.
Triage and own inbound support tickets in Zendesk for assigned accounts.
Resolve issues solvable remotely or by phone; determine when an issue needs on-site hands versus specialized engineering attention.
Track ticket and call resolution against Field Service response targets.

Escalation

Escalate tickets that can’t be resolved remotely to Deployment Engineering, with clear reproduction steps; Deployment Engineering escalates further to Tier 2 Engineering Services if needed.
Follow up on escalated tickets through to resolution and customer confirmation.

Transition & Handoff

Join the Implementation-to-Customer-Success handoff meeting for newly assigned standard accounts to receive site configuration, known open issues, and escalation contacts from the outgoing Deployment Engineering team.
Maintain a brief overlap window with the outgoing Deployment Engineer to resolve early questions.

Customer & Cross-Functional Alignment

Serve as the customer’s first point of contact for technical support after go-live.
Share ticket trends, recurring issues, and escalation patterns with the Director of Implementation and Customer Success.
Feed recurring ticket trends and product gaps back to the Training & Documentation Lead and Product.

Professional Qualifications

Associate’s or Bachelor’s degree in a technical field, or equivalent experience in technical/help-desk support, construction technology, or field operations in lieu of degree.
2+ years of experience in technical/help-desk support, customer support, construction technology, or related technical roles; experience may substitute for degree on a year-for-year basis.
Comfortable owning a high volume of inbound calls and tickets in a fast-paced support environment.
Strong communication and active-listening skills; able to triage clearly under time pressure.
Effective troubleshooting abilities with software workflows, mobile devices, and remote-diagnostic tools.
Sound judgment for triage decisions — knowing when to resolve versus elevate.
Comfortable working from a hub location with occasional scheduled site visits, as needed.
Basic familiarity with field/hardware environments preferred, but on-site work is not a primary function of this role.
Must be able to successfully complete any customer-required compliance checks applicable to occasional site visits.

Benefits