Technical Support Specialist – Construction Experience Required

This is a fully remote position, open to applicants in United States.

📋 Description

• Address incoming client inquiries via live messaging, tickets, and screen-share or video calls.

• Take ownership of issues from the initial response to resolution, ensuring compliance with response-time, resolution-time, and CSAT SLAs.

• Manage multiple tickets and timelines while ensuring high-quality support.

• Identify and replicate bugs, collaborating with the Engineering team for effective resolutions.

• Highlight recurring issues and product deficiencies to guide roadmap planning.

• Develop and enhance support workflows, SLAs, and tools.

• Assist customers with workflows, best practices, and product utilization.

• Create and update both internal and client-facing documentation, tutorials, and FAQs.

• Work in conjunction with Product, Engineering, and Client Success teams.

• Acquire knowledge of product workflows, customer use cases, internal tools, ticketing systems, and escalation protocols.

• Independently manage incoming support tickets and resolve frequent issues.

• Troubleshoot intricate problems and provide constructive product feedback.

• Enhance support processes, tools, and response times.

⛳️ Requirements

• A minimum of 2 years experience in construction, construction technology, or HVAC/Mechanical Contracting.

• Strong troubleshooting abilities across web-based software applications.

• Capability to convey technical concepts clearly to both technical and non-technical audiences.

• Highly organized and responsive; capable of thriving in dynamic environments.

• Comfortable working remotely while effectively collaborating with a distributed team.

• Experience in an early-stage startup (preferred).

• Background in B2B technical support or a similar customer-facing technical position (preferred).

• Familiarity with support tools such as Zendesk, Intercom, HubSpot, Jira, or Linear (preferred).

• Understanding of APIs, integrations, or debugging tools (preferred).

• Experience in creating support documentation and training materials (preferred).

🏝️ Benefits

• Significant equity grant aligned with your professional background.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance benefits.

• Option for remote work.