Technical Support Specialist

About the role

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

Responsibilities

• Own Frontline Support
• Own Outcomes & Performance
• Prioritize with Urgency
• Troubleshoot & Resolve
• Be the Voice of the Customer
• Improve Support Operations
• Drive Product Adoption
• Build Knowledge
• Collaborate Cross-Functionally

Requirements

• 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
• Able 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

Qualifications

• 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

Skills

• Technical Support
• Customer Service
• Problem Solving
• Communication
• Product Management
• Documentation

Benefits

• Medical
• Dental
• Vision

Pay

Salary: Competitive
Equity: meaningful grant, aligned with your background

Schedule

This is a full-time, remote role. We are prioritizing candidates based in key U.S. markets.