Remote Client Experience Engineer: Tech Support & Success

Rebar; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Equity grant

Job summary

Rebar is seeking a Client Experience Leader to support our Client Success, Product, and Sales teams, ensuring an exceptional experience for new and existing clients as we scale our AI-native platform for the HVAC industry. You’ll own frontline support, guide customers through workflows, and surface product gaps to inform the roadmap.

In this fully remote role, you’ll thrive in a fast-paced environment, collaborate with a distributed team, and help build scalable support processes, documentation,

Qualifications

• 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.

Responsibilities

• 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

Skills

Construction/Tech/HVAC

Troubleshooting

Communication

Remote collaboration

Fast-paced work

Tools

Zendesk

Intercom

HubSpot

Jira

Linear

Job description

Rebar is seeking a Client Experience Leader to support our Client Success, Product, and Sales teams, ensuring an exceptional experience for new and existing clients as we scale our AI-native platform for the HVAC industry. You’ll own frontline support, guide customers through workflows, and surface product gaps to inform the roadmap.

In this fully remote role, you’ll thrive in a fast-paced environment, collaborate with a distributed team, and help build scalable support processes, documentation,