Technical Support Escalations Lead

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. Our Customer Success team is hyperfocused on providing an exceptional customer experience. The Technical Customer Support Manager 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 the team has the tools and workflows needed to succeed. This role is highly hands-on and operational. You will help manage the daily flow of technical issues, support advisors, and escalations while partnering closely with Engineering, Product, Customer Success, and Implementation to ensure our customers receive a world-class experience. The ideal candidate is both a strong people manager and a highly technical problem solver who thrives in fast-paced SaaS environments. Where You'll Work: Full-time, in-office at our headquarters in Dallas, TX. 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. Coach and mentor Technical Support Advisors to improve troubleshooting skills, technical knowledge, and customer communication. Review complex tickets and customer interactions to ensure quality, consistency, and strong problem‑solving approach. Identify workflow inefficiencies and partner with the Technical Support Manager Lead 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 customer satisfaction. Assist with hiring, onboarding, and developing Technical Support team members. Act as an escalation point for high‑impact customers or high‑risk situations requiring technical authority. Partner with Customer Success, Implementation, and Customer Support to ensure a seamless experience across the full customer lifecycle. What We're Looking For: 2 to 3 years of experience in technical support, customer support, or customer success in a SaaS environment. At least 1 year of experience managing or mentoring technical support team members. Strong technical troubleshooting skills and ability to investigate complex system issues. Experience working with logs, APIs, databases, or technical debugging tools preferred. Experience managing escalations and high‑priority customer situations. Experience working cross‑functionally with Engineering, Product, and Customer Success teams. Strong understanding of support operations in a multi‑channel environment including chat, phone, and email. Experience with support platforms such as Intercom, Front, Jira, Salesforce, or similar tools. Strong analytical mindset with ability to identify patterns and root causes across large volumes of cases. Ability to stay calm and organized in high‑pressure situations. Strong communication skills with ability to explain technical issues to non‑technical audiences. Passion for coaching and developing technical support team members. An enthusiastic and collaborative manager with the ability to lead from the front. Why You’ll Love Working Here: Impactful, Fast‑Paced Startup Culture: Work on exciting projects that truly move the needle. Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered. Health & Wellness Perks : Memberships to keep you feeling your best. 401(k) Plan: Secure your future while you grow with us. Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities. Paid Parental Leave: Support for you and your family when it matters most. #J-18808-Ljbffr Fieldpulse