Technical Support Specialist - B2B SaaS / HVAC / Construction Tech

Technical Support Specialist | Remote | B2B SaaS / HVAC / Construction Tech

Shields Group Search is partnering with a fast-growing, venture-backed construction technology startup building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors.

Over the past year, the company’s 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, the company is entering its next phase of growth and building out its Client Success team.

HVAC experience is required

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

About the Role

You’ll work directly with Client Success, Product, Engineering, and Sales to support customers and help build the systems that define the company’s Client Success motion.

The company is transforming the $250B HVAC industry with AI-native software in a market still largely untouched by modern tools. Their first product is live and scaling quickly, and they are looking for a Technical Support Specialist to help deliver the exceptional support that has helped drive the company’s early growth.

This person will own frontline support, help troubleshoot customer issues, improve support workflows, and play a key role in building the playbook that powers the company’s customer experience.

What You’ll Do

• Own frontline support by responding to inbound client questions across live messaging, tickets, and screen-share / video calls with speed, clarity, and precision.
• Take full ownership of issues from first response through resolution while consistently hitting SLAs around response time, resolution time, and CSAT.
• Manage competing tickets and timelines with urgency without sacrificing quality or customer experience.
• Diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions.

Interested in remote work opportunities in Product Management? Discover Product Management Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

• Serve as the voice of the customer by surfacing patterns, recurring issues, and product gaps to inform roadmap decisions.
• Help build and refine workflows, SLAs, and tooling to scale the support function.
• Guide customers on workflows, best practices, and how to get maximum value from the product.
• Create and maintain internal and client-facing documentation, tutorials, and FAQs.
• Work closely with Product, Engineering, and Client Success to deliver a seamless customer experience.

What You Bring

• 3+ years of experience in B2B technical support or a similar customer-facing technical role.
• HVAC experience, ideally as a contractor, engineer, or someone who has worked closely with HVAC workflows.
• 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 such as Zendesk, Intercom, HubSpot, Jira, Linear, or similar platforms.
• Highly organized, responsive, and comfortable operating in a fast-paced environment.
• Comfort working remotely while collaborating closely with a distributed team.

Bonus Points

• Experience working at an early-stage startup.
• Background in construction, engineering, or HVAC industries.
• Familiarity with APIs, integrations, or debugging tools.

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• 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, and vision