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

rebar; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Equity grant

Medical, dental, and vision benefits

Job summary

rebar is seeking a Frontline Technical Support Specialist for its AI-native platform serving HVAC, electrical, and plumbing suppliers. You will be the first contact for new and existing clients, owning issues from initial response through resolution in a fast-moving startup.

You’ll troubleshoot web-based software, explain complex concepts to technical and non-technical users, and collaborate with distributed teams to drive product adoption and feedback.

Qualifications

• 2+ years of experience in construction, construction-tech, or HVAC/mechanical contracting.
• Strong troubleshooting skills across modern web-based software products.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Highly organized and responsive, comfortable managing competing priorities in a fast-paced environment.
• Comfortable working remotely while collaborating closely with a distributed team.

Responsibilities

• Respond to inbound client questions across live messaging, ticketing systems, and screen-share or video calls with speed and clarity.
• Take ownership of issues from first response through resolution, consistently meeting SLAs around response time, resolution time, and CSAT.
• Diagnose and replicate bugs, then partner with Engineering to drive fast, durable fixes.
• Surface recurring issues, patterns, and product gaps to inform the product roadmap.
• Help build and refine support workflows, SLAs, and tooling as the function scales.
• Guide customers on best practices to drive product adoption, and create internal and client-facing documentation, tutorials, and FAQs.

Skills

Troubleshooting

Clear communication

Organization & prioritization

Remote collaboration

Industry knowledge (construction/HVAC)

Tools

Zendesk

Intercom

HubSpot

Jira

Linear

Job description

Role overview

Frontline Technical Support Specialist for an AI-native software platform serving commercial HVAC, electrical, and plumbing suppliers and subcontractors. The role is the first point of contact for new and existing clients, owning issues end-to-end from initial response through resolution. It is well suited to someone with construction or mechanical contracting experience who enjoys troubleshooting web-based products in a fast-moving startup environment.

Responsibilities

• Respond to inbound client questions across live messaging, ticketing systems, and screen-share or video calls with speed and clarity.
• Take ownership of issues from first response through resolution, consistently meeting SLAs around response time, resolution time, and CSAT.
• Diagnose and replicate bugs, then partner with Engineering to drive fast, durable fixes.
• Surface recurring issues, patterns, and product gaps to inform the product roadmap.
• Help build and refine support workflows, SLAs, and tooling as the function scales.
• Guide customers on best practices to drive product adoption, and create internal and client-facing documentation, tutorials, and FAQs.

Requirements

• 2+ years of experience in construction, construction-tech, or HVAC/mechanical contracting.
• Strong troubleshooting skills across modern web-based software products.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Highly organized and responsive, comfortable managing competing priorities in a fast-paced environment.
• Comfortable working remotely while collaborating closely with a distributed team.

Nice to have

• Experience at an early-stage startup.
• Background in B2B technical support or another customer-facing technical role.
• Familiarity with support tools such as Zendesk, Intercom, HubSpot, Jira, or Linear.
• Exposure to APIs, integrations, or debugging tools.
• Experience creating support documentation and training materials.

Benefits and work setup

• Competitive salary plus meaningful equity grant.
• Medical, dental, and vision benefits.
• Full-time remote role; candidates must be based in the Pacific, Mountain, Midwest, or Central U.S. time zones.