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

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.