[Hiring] Technical Support Specialist @Rebar

Role Description

As a Client Experience Leader at Rebar, 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. You’ll be transforming the $250B HVAC industry with AI-native software—an industry still largely untouched by modern tools.

• 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.

Qualifications

• 2+ years of experience in construction, construction-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.

Requirements

• 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.

Benefits

• Salary: Competitive.
• Equity: meaningful grant, aligned with your background.
• Benefits: medical, dental, vision.
• This is a full-time, remote role.
• Location: Pacific / Midwest / Central time zones.