Rebar

IT Support

• Respond to inbound client questions through live messaging, tickets, and screen-share/video calls
• Own issues from first response through resolution while meeting response-time, resolution-time, and CSAT SLAs
• Manage competing tickets and timelines while maintaining support quality
• Diagnose and replicate bugs and partner with Engineering on resolutions
• Surface recurring issues and product gaps to inform roadmap decisions
• Build and refine support workflows, SLAs, and tooling
• Guide customers on workflows, best practices, and product adoption
• Create and maintain internal and client-facing documentation, tutorials, and FAQs
• Collaborate with Product, Engineering, and Client Success
• Learn product workflows, customer use cases, internal tools, ticketing systems, and escalation processes
• Independently handle inbound support tickets and resolve common issues
• Troubleshoot complex issues and provide actionable product feedback
• Improve support processes, tooling, and response times

Technical Support Specialist – Construction Experience Required

Implementation Specialist

• Own in-person onboardings by running kickoff sessions, virtual demos, and hands-on trainings
• Build repeatable processes, including playbooks, materials, metrics, and tracking
• Gather customer feedback on-site and feed it to the Founders
• Troubleshoot adoption blockers and keep implementations on track
• Collaborate with Founders, Sales, and Engineering to surface insights, represent the client perspective, and influence the product roadmap
• Maintain the client management section of the CRM and ticketing/messaging systems
• Support inbound questions via email, live messaging, video calls, and tickets
• Create and maintain internal and client-facing documentation, workflows, FAQs, and best practices
• Develop product demos, training materials, and short tutorials
• Manage client communications, resolve support questions, and lead client onboarding engagements through the full implementation lifecycle
• Partner cross-functionally to drive client growth, engagement, and long-term adoption

Technical Support Specialist – Construction Experience Required

Implementation Manager – HVAC, Engineering