Technical Support Specialist - Construction Exp Required | (Pacific/Midwest/Central)

ABOUT REBAR Rebar is building the AI operating system for commercial HVAC, Electrical, and Plumbing. Over the past year our quoting platform has processed tens of thousands of projects across North America and we’ve doubled our revenue in the first 6 weeks of this year. Our customers include many of the top firms in the industry. Some of these companies are running billion dollar construction projects on workflows that still look like it’s 1985. Construction is 10% of GDP and still massively underserved by software. We are changing that. We recently raised a $14M Series A from leading construction tech investors and are entering our next phase of growth. We are building a set of AI native products that will define how this industry operates. We are looking for a Technical Support Specialist who wants to be the go-to expert our clients rely on when it matters most. You will troubleshoot and resolve issues across Rebar, help contractors, reps, and distributors get the most out of all of our products, and turn every interaction into a reason to trust us. You will own problems end to end, spot patterns before they become trends, and work directly with Product and Engineering to make sure what clients experience shapes how we build. WHAT YOU’LL DO - Own Frontline Support: respond to inbound client questions across live messaging, tickets, and screen-share / video calls with speed, clarity, and precision - Own Outcomes & Performance: take full ownership of issues from first response through resolution while consistently hitting SLAs (response time, resolution time, CSAT) - Prioritize with Urgency: manage competing tickets and timelines without sacrificing quality or customer experience - Troubleshoot & Resolve: diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions - Be the Voice of the Customer: surface patterns, recurring issues, and product gaps to inform roadmap decisions - Improve Support Operations: help build and refine workflows, SLAs, and tooling to scale the support function - Drive Product Adoption: guide customers on workflows, best practices, and how to get maximum value from the product - Build Knowledge: create and maintain internal and client-facing documentation, tutorials, and FAQs - Collaborate Cross-Functionally: work closely with Product, Engineering, and Client Success to deliver a seamless experience WHAT YOU BRING - 2+ years of experience in construction, contruction-tech, or HVAC/Mechanical Contracting - Strong troubleshooting skills across web-based software products - Ability to clearly communicate technical concepts to both technical and non-technical users - Highly organized and responsive—you thrive in fast-paced environments - Comfort working remotely while collaborating closely with a distributed team Bonus: - Experience working at an early-stage startup, remote preferred - B2B technical support or a similar customer-facing technical role - Experience using support tools (e.g., Zendesk, Intercom, HubSpot, Jira, Linear, etc.) - Familiarity with APIs, integrations, or debugging tools - Experience creating support documentation and training materials WHAT SUCCESS LOOKS LIKE First 2 Weeks - Develop a strong understanding of the product, workflows, and customer use cases - Shadow support conversations and learn common issues and resolutions - Get familiar with internal tools, ticketing systems, and escalation processes First 30 Days - Independently handle inbound support tickets and resolve common issues - Provide clear, high-quality responses that drive customer satisfaction - Identify recurring issues and begin contributing to documentation First 60 Days - Become a go-to resource for troubleshooting more complex issues - Proactively identify product gaps and share actionable feedback with the team - Contribute to improving support processes, tooling, and response times COMPENSATION & BENEFITS - Salary: Competitive - Equity: meaningful grant, aligned with your background - Benefits: medical, dental, vision This is a full-time, remote role: Pacific / Midwest / Central time zones