About FYLD

FYLD’s mission is to power productivity, safety, and efficiency in field teams around the world to enable operational excellence. We provide managers with real-time workflow visibility to deliver greater business efficiency, all while eliminating paperwork and unnecessary disruption to field teams’ vital work on the tools. Our digital platform reduces safety hazards, regulatory fines, and productivity losses facing an industrial field workforce.

At its core the product has an app for field workers connected to a web-app for their managers. The app allows workers in the field to automatically assess and log hazards using natural language processing, image analysis and predictive reasoning. It also allows them to provide status updates on how work is progressing. This then gives managers real time visibility of their sites, allowing them to focus on the jobs that need their attention most.

Founded in 2020 as a partnership between BCG and SGN, FYLD has expanded rapidly as an innovator in the utilities and construction industries, which are otherwise stuck in early digitisation. FYLD is now used by over 100 organisations across five different continents and grew 300% in 2023.

FYLD raised a £12m Series A round in late 2023, and is backed by blue-chip investors including Ontario Teacher’s Pension Plan (OTPP), Boston Consulting Group (BCG), and SGN. The company is aiming for its Series B in early 2026.

FYLD is a young, dynamic company that is growing quickly. The people here are entrepreneurial, passionate, and ambitious, as well as high-integrity, low-ego, collaborative, personable, and constructive. The pace is fast, our people feel deep accountability for driving amazing customer experiences.

Role & Responsibilities

FYLD is seeking an experienced and self-sufficient Technical Support Agent to join our expanding Support team. This position is integral to the organization as we aim to enhance and mature our support offerings, transitioning towards a more proactive approach when interacting with our customer sites. We aspire to evolve Support into true collaborators with our client teams.

We are looking for an individual who can empathize with customers, whether they are stakeholders within the organization or field workers, and who can cultivate a thorough understanding of their specific needs. By continually improving the quality of our support and expanding our knowledge resources, we strive to foster greater customer engagement, investment, and satisfaction.

As a Technical Support Agent at FYLD, you’ll play a vital role in answering issues from customers and internal teams, ensuring timely resolution of problems and driving continuous improvement.

You will be a key contributor to a growing in-house technical support team, identifying product issues and collaborating across departments to enhance the customer experience.

Key responsibilities include:

Issue Management: Efficiently handle reported issues from customers and internal teams. Ensure all problems are logged, tracked and resolved within prompt business SLAs.
Attempt first-call resolution when possible and escalate to the appropriate teams when opportunities for Support to resolve are exhausted
Data Gathering: Collect transparent steps to reproduce for all engineering issues, aiding effective troubleshooting and resolution by the engineering team.
Provide customer context to avoid unnecessary escalated incidents
End User Engagement: Monitor ongoing incidents or major product changes and ensure timely, proactive communication with customers and stakeholders.
Reporting and Analysis: Communicate with the wider Support organisation regarding case trends and common issues. Provide actionable recommendations to reduce recurring problems and improve processes
Collaboration & Transparency: Align internal and external teams on issue progress and resolution through clear and consistent communication
Knowledge Management: Ensure high-quality knowledge base content is available to our customers and internal team members, based on reported Support issues and your experience

This role is full time and is fully remote. The ideal candidate would reside within North America or Canada and be flexible in working hours to overlap for training with our UK team. This role will have some travel and likely visits to our London office.

Experience

Key experience:

Proven track record of managing and resolving multiple high-priority incidents efficiently
Expertise in handling SaaS and mobile application support
Strong communication skills with non-technical users, ensuring issues are translated into actionable, technical language for engineering teams.
Creation and handling of high-quality Product and Engineering issues
Creation, development and upkeep of knowledge base content
Spanish speaking, either native or business fluency B1/B2 ("Independent User"), and C1/C2 ("Proficient User").
Experience operating and thriving in an early-stage, high-growth, metric-driven, results-oriented, and hands-on environment
Excellent ownership, someone who gets things done and delivers real results for our customers and business

Additional skills:

Portuguese and/or Polish languages would be a plus
Some familiarity with or interest in AI & Computer Vision technologies is a plus
Experience of creating customer-facing video content
Data-informed - highly analytical thinker and structured problem-solver.
Collaborative - ability to influence and advise key stakeholders at all levels across the organisation. “One team” mentality, rather than “product-led”.
Accountable - drives initiatives through to conclusion. Makes things happen.
Growth mindset - low ego, humble and eager to learn. Always looking to improve themselves and the company.
Commercial - understands the company business model and how we grow. Makes commercial sound decisions.
B2B experience - previous experience working in a B2B environment preferred.

Inclusivity

At FYLD, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We nurture an inclusive work environment and are committed to ensuring equal opportunity in employment for qualified persons with disabilities.

In addition, we have implemented a flexible way of working which we believe enables teams and individuals to do their best work, regardless of where they’re based. While we value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, we also appreciate and understand that the world of work has changed.

All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

We know that innovation thrives on product teams where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences.

Please be prepared to share with us how your perspective will bring something unique and valuable to our product teams.

Technical Support Agent (US)