Technical Support Specialist - Construction Exp Required | (Pacific/Midwest/Central)
At a glance
Mid-level IT Support & Helpdesk role at Rebar. Remote, United States · full-time · $50,000–$85,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Answer client questions through messaging, support tickets and video calls, aiming for clear and timely help
- Take each issue from initial report to resolution while meeting response, resolution and satisfaction targets
- Reproduce software bugs and work with Engineering to get them fixed
- Share recurring problems and product gaps with Product, and help improve support workflows and resources
- Show customers how to use product workflows, and write guides, tutorials and FAQs
What you bring
- At least two years in construction, construction technology or HVAC/mechanical contracting
- Strong ability to investigate problems in web-based software
- Clear communication of technical topics to both technical and non-technical users
Who this fits
This full-time remote role suits someone comfortable handling customer-facing technical support and working closely with a distributed team. You’ll need to work in a Pacific, Midwest or Central time zone.
From the employer
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
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