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

About Rebar

Rebar is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Over the past year, our V1 quoting product has scaled to thousands of quotes completed weekly, doubled revenue six weeks into 2026, and gained adoption across many of the top suppliers in North America. Fresh off a $14M Series A backed by leading construction tech investors, we're entering our next phase of growth, and we are looking for a Client Experience Leader to support our Client Success motion.

You’ll work directly with the Client Success (CS), Product, and Sales teams to support new and existing clients and build the systems that will define Rebar’s client experience. We’re transforming the $250B HVAC industry with AI-native software—an industry still largely untouched by modern tools. This is your chance to get in early.

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