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

Responsibilities

• respond to inbound client questions across live messaging, tickets, and screen-share / video calls with speed, clarity, and precision
• take full ownership of issues from first response through resolution while consistently hitting SLAs (response time, resolution time, CSAT)
• manage competing tickets and timelines without sacrificing quality or customer experience
• diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions
• surface patterns, recurring issues, and product gaps to inform roadmap decisions
• help build and refine workflows, SLAs, and tooling to scale the support function
• guide customers on workflows, best practices, and how to get maximum value from the product
• create and maintain internal and client-facing documentation, tutorials, and FAQs
• work closely with Product, Engineering, and Client Success to deliver a seamless experience
• Provide clear, high-quality responses that drive customer satisfaction
• Proactively identify product gaps and share actionable feedback with the team

Requirements

• 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

Preferred

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
• Identify recurring issues and begin contributing to documentation

First 60 Days

• Become a go-to resource for troubleshooting more complex issues
• Contribute to improving support processes, tooling, and response times

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