Field Service Specialist

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

• 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.