Technical Support Specialist

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 in 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 are building out our Client Success team. You’ll work directly with the CS team, Product, and Sales to support clients and build the systems that will define Rebar’s Client Success motion. 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. Our first product is live and scaling fast. To keep delivering the exceptional support that got us here, we need an Implementation Manager to own Client onboarding, training, and early-stage success. You’ll work to build the playbook that powers Rebar’s customer experience. We’re tackling a $250B industry that’s barely digitized—this is your chance to get in at ground level. 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 - 3+ years of experience in B2B technical support or a similar customer-facing technical role - Has HVAC experience in either being a contractor or engineer - Strong troubleshooting skills across web-based software products - Ability to clearly communicate technical concepts to both technical and non-technical users - Experience using support tools (e.g., Zendesk, Intercom, HubSpot, Jira, Linear, etc.) - 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 - Background in construction, engineering, or HVAC industries - 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, vis