Field Service Specialist – Remote Support & Escalations

Cumulus; Houston (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equity incentive plan

Unlimited PTO

Health & dental insurance

Flexible Spending Account

Retirement benefits

Job summary

Cumulus is a Quality Management System (QMS) that enables critical construction tasks to be done right the first time. The Field Service Specialist acts as the primary post-deployment support hub, triaging inbound issues, resolving remotely where possible, and escalating when on-site expertise is required.

Based at a regional hub, you’ll manage a caseload of accounts, coordinate with Deployment Engineering, and maintain site readiness.

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 escape.
• 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.
• Competitive base compensation and performance-based bonuses
• Participation in our equity incentive plan.
• Unlimited paid time off
• Health and dental insurance.
• Flexible Spending Account and retirement benefits account.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Customer support

Troubleshooting

Communication

Time management

Remote diagnostics

Education

Associate/Bachelor's in technical field

Tools

Zendesk

Mobile device tools

Job description

Cumulus is a Quality Management System (QMS) that enables critical construction tasks to be done right the first time. The Field Service Specialist acts as the primary post-deployment support hub, triaging inbound issues, resolving remotely where possible, and escalating when on-site expertise is required.

Based at a regional hub, you’ll manage a caseload of accounts, coordinate with Deployment Engineering, and maintain site readiness.