Manager, Technical Support

Rebar is building the AI operating system for commercial HVAC, Electrical, and Plumbing.

Over the past year, our quoting platform has processed tens of thousands of projects across North America, and we’ve doubled our revenue in the first 6 weeks of this year. Our customers include many of the top firms in the industry. Some of these companies are running billion-dollar construction projects on workflows that still look like it’s 1985.

Construction is 10% of GDP and still massively underserved by software. We are changing that.

We recently raised a $14M Series A from leading construction tech investors and are entering our next phase of growth. We are building a set of AI native products that will define how this industry operates.

We are looking for a Manager of Technical Support who wants to build a support team clients rave about. Our clients already tell each other that Rebar support is one of the best reasons to work with us, and your job is to scale that as we grow. You will lead and expand our technical support team, extend coverage to serve customers in every US time zone, and build the processes, tooling, and metrics that keep us fast and human at higher volume. You will partner with Product and Engineering to turn support insights into product improvements, making sure what clients experience shapes how we bring AI to construction.

We aren't a call center. We respond fast, we're human, and we go the extra mile for every client. The foundation is solid, and our customer base is growing quickly. We need a leader to scale the team and its processes without losing what makes our support special.

Reporting directly to the Head of Client Success, you'll lead and grow our team of two remote Technical Support Specialists into a team that covers the whole country. Today we cover 7 a.m.–8 p.m. ET. With clients across the US, including Alaska and Hawaii, we need to extend coverage through 7 p.m. PT (10 p.m. ET). We're looking to you to build the team, structure, and technical depth to make that happen.

• →

• Hands-on Intercom experience (strongly preferred), including admin, automations, Fin, help center, and reporting

• Background in construction, construction tech, or MEP contracting

• Experience at an early-stage or high-growth startup

• Experience designing coverage models across multiple time zones

• Familiarity with APIs, integrations, or debugging tools

• Experience with Linear, Jira, HubSpot, Slack, or similar tools

• Experience building knowledge bases, training programs, and client-facing documentation

If you meet most of these but not all, we still want to hear from you!

• Learn the product, client segments, workflows, and common support issues hands-on, and become a product expert

• Work the queue alongside the team to understand how support runs today

• Build relationships with Client Success, Implementation, Product, and Engineering

• Audit current processes, SLAs, Intercom setup and reporting, and identify gaps and quick wins

• Set up a regular 1:1 and coaching cadence with each specialist

• Deliver a coverage plan and hiring roadmap to reach nationwide coverage through 7 p.m. PT

• Put core KPIs and a recurring support performance report in place

• Ship the first set of process improvements (triage, escalation paths, macros and documentation)

• Start hiring against the coverage plan, with an onboarding and training program ready

• Build a repeatable technical training path for new and current specialists

• Hold or improve first response time and CSAT while volume grows

• Run a consistent feedback loop with Product and Engineering on recurring issues and product gaps

This is a full-time, onsite role in NYC's Flatiron District, steps from Madison Square Park and Union Square. You'll work side by side with a high-performing team, solve real problems in real time, and help shape the future of an industry AI hasn't reached yet.

Rebar is an equal opportunity employer. We welcome applicants of every background and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.