Technical Support Specialist - Construction Software

Job description:

Technical Support Specialist:

Location:Remote (Preferred: Pacific or Mountain Time Zones; Central Time Zone candidates may also be considered)

About Us:

We're helping HVAC, plumbing, and mechanical contractors modernize how they estimate, bid, and manage their businesses. Our software is built specifically for the construction industry, helping customers save time, improve accuracy, and win more work.

As we continue to grow, we're looking for a Technical Support Specialist who understands the realities of estimating, takeoffs, and construction workflows and can help customers solve problems quickly and confidently.

Position Overview:

This is not a traditional help desk role.

We're looking for someone with real-world construction industry experience who can jump on a video call with an estimator, understand their challenge immediately, and guide them to a solution. Someone who enjoys solving problems, learning new technology, and helping customers succeed.

You'll serve as a critical resource for customers, handling support inquiries, troubleshooting product issues, answering live messages, and helping customers get the most value from our platform.

This role is fully remote, but highly collaborative. Success requires someone who is proactive, responsive, and engaged—not someone who disappears behind a screen.

What You'll Do:

• Provide exceptional technical support through chat, email, phone, and video calls.
• Troubleshoot customer issues related to estimating, takeoffs, bid management, and software workflows.
• Assist customers with blueprint and construction document-related questions.
• Respond quickly to inbound support requests while maintaining a high level of service and professionalism.
• Investigate product issues and collaborate with Product and Engineering teams when escalation is needed.
• Stay up to date on product releases, feature updates, and industry best practices.
• Create and maintain support documentation, FAQs, and customer-facing resources.
• Identify recurring customer challenges and recommend process or product improvements.
• Serve as a trusted resource for customers navigating new technology and workflows.
• Help ensure customers have a positive experience throughout their journey with our platform.

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What We're Looking For:

Required Qualifications:

• HVAC, plumbing, mechanical, engineering, or MEP industry experience.
• Minimum 1 year working for an MEP contractor, manufacturer representative, engineering firm, or similar construction-related organization.
• Hands-on experience with estimating, takeoffs, bid management, blueprint review, or related workflows.
• Working knowledge of Bluebeam, On-Screen Takeoff (OST), or similar blueprint and construction document software.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to explain complex concepts clearly and patiently to customers with varying levels of technical knowledge.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Comfortable working in a fast-changing startup environment.

Preferred Qualifications:

• Previous customer support, technical support, customer service, or training experience.
• Experience working with SaaS or construction technology platforms.
• Familiarity with CRM, ticketing, or customer support systems.
• Experience working remotely in a highly collaborative environment.

Who You Are:

• A construction professional who is excited about technology and helping others succeed.
• Naturally curious and energized by solving problems.

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• A strong communicator with high emotional intelligence and empathy.
• Able to break down complicated issues into simple, actionable solutions.
• Self-motivated, accountable, and dependable in a remote environment.
• Comfortable balancing multiple conversations, priorities, and tasks throughout the day.
• Hungry to learn, grow, and take on new challenges.
• Willing to go above and beyond to deliver an outstanding customer experience.
• The type of teammate who stays engaged, communicates proactively, and takes ownership.

What Success Looks Like:

• Customers receive fast, thoughtful, and effective support.
• Complex issues are resolved with professionalism and urgency.
• Customers feel heard, valued, and confident using the platform.
• Internal teams trust you to surface customer insights and identify trends.
• You become a go-to resource for both customers and teammates.

Why Join Us:

• Work directly with contractors and construction professionals across North America.
• Be part of a growing construction technology company helping modernize a massive industry.
• Fully remote position with a collaborative and high-performing team.
• Significant opportunities for professional growth and advancement.
• Competitive compensation, benefits, and the chance to make a meaningful impact from day one.

If you've spent time in the construction industry, enjoy solving problems, and want to help shape the future of construction technology, we'd love to hear from you.

Pay: $60,000.00-$80,000.00 per year