Field Support Specialist — Remote Triage & Onsite Escalations

Cumulus Digital Systems; Houston, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

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

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.