Technical Support Specialist

Technical Support Specialist | Remote | Construction Tech / HVAC / MEP Shields Group Search is partnering with a fast-growing, venture-backed construction technology startup building AI-native software for commercial HVAC, electrical, and plumbing suppliers and subcontractors. The company is transforming the quoting, takeoff, and bid management process for an industry that is still largely underserved by modern software. Their product is already live, scaling quickly, and being used by commercial HVAC customers across the country. This is a remote-first Technical Support Specialist role for someone who understands the construction / MEP world and can help customers solve real workflow problems quickly and clearly. The Pitch We are looking for a construction-industry insider who is just as comfortable on a video call solving an estimator’s blueprint problem as they are digging into a new product release and answering rapid inbound live messages. This person needs to be remote-first, but never absent. The right candidate is responsive, engaged, hungry, and able to juggle multiple customer questions without going dark. What You’ll Do Own frontline customer support across live messaging, tickets, email, and video / screen-share calls. Help HVAC / MEP customers troubleshoot issues related to estimating, takeoffs, bid management, blueprints, and product workflows. Guide customers through product questions, best practices, and new releases. Use strong written communication to break down complex problems clearly and professionally. Diagnose customer issues, identify patterns, and escalate product bugs or gaps to the Product and Engineering teams. Help customers work through blueprint / construction PDF issues using tools such as Bluebeam, OST, or similar platforms. Stay highly responsive in a remote environment while managing multiple inbound requests and competing priorities. Create and improve documentation, FAQs, workflows, and internal support resources. Work closely with Client Success, Product, Engineering, and Sales to deliver a strong customer experience. What You Bring HVAC / engineering background required. Minimum 1 year at an MEP firm, manufacturer rep, contractor, or comparable construction-industry environment. Hands-on experience with estimating, takeoff, bid management, or closely related construction workflows. Working knowledge of Bluebeam, OST, or other blueprint / construction PDF editors. Strong customer focus and the ability to communicate clearly with estimators, contractors, engineers, and internal teams. Ability to juggle multiple tasks, embrace change, and stay organized in a fast-moving environment. Impeccable written communication, strong EQ, and the ability to break down complex problems. Comfort working fully remote while staying engaged, responsive, and proactive. Real interest in construction technology and the opportunity to help modernize the HVAC / MEP industry. Strong Signals Hunger, drive, loyalty, and willingness to go above and beyond. A go-getter mentality and comfort operating independently in a remote-first environment. Experience supporting estimators, PMs, engineers, contractors, or supplier / subcontractor teams. Comfort speaking live with customers on video calls and walking through technical workflow issues. Interest in AI-native software, construction tech, and improving outdated industry workflows. Compensation & Benefits Salary: Competitive Equity: Meaningful grant, aligned with background Benefits: Medical, dental, and vision Location Remote-first, full-time. Candidates must be able to stay highly engaged and responsive in a fast-moving, customer-facing role. Show more Show less