Siteline is a Series A SaaS startup in the construction billing space. We're a team of 34 full-time employees who live and work remotely across the U.S. and Canada, with a small in-person office in San Francisco as well.
What problems are we solving?As a Technical Support Representative, you will play a crucial role in helping Siteline achieve its goals by supporting a fundamental part of our business. Working closely with the customer success team, you will assist customers in troubleshooting day-to-day inquiries and technical issues within our SaaS platform. This role offers the opportunity to build foundational skills for Customer Success and Support while contributing to our mission of delivering value to our customers.
Responsibilities:- Becoming proficient in navigating the Siteline platform and providing expert assistance to customers in troubleshooting technical issues, both by email or video call as needed.
- Building forms using an internal tool to transform PDF forms into customer fillable forms.
- Assisting customers with billing inquiries, including identifying and communicating math errors to the team.
- Collaborating with teammates on strategic projects as needed to support team objectives.
- Conducting thorough investigations into complex technical issues reported by customers and providing timely and effective resolutions.
- Fluent English speaker with strong English writing skills.
- 2+ years of experience working in a technical support role.
- Strong math skills, persistence, and attention to detail.
- Experience working with customers on technical support-related issues is a must – both as a strong phone and email communicator.
- Proficiency in computer skills, including Excel and email. Ability to manipulate PDFs (annotate, change, recreate) is essential.
- Bonus points for experience troubleshooting API integration-related issues.
- A fast learner and ability to quickly learn construction vocabulary and associated variables.
- Organized with strong time management skills.
- A strong internet connection is essential.
- Collaborative team player.
- Availability in US Time zones (ET to PT).
- Previous experience in a SaaS company is advantageous.
- Experience in building forms is highly desirable.
- Familiarity with commercial construction accounting is a plus.
- Experience with support tracking systems like Intercom or Zendesk is highly preferred.
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What We Do
Construction is an industry built on change. With each new project, we change skylines, strengthen communities, and transform cities for the better. But the reality isn’t always so simple. Between compliance and change orders, false starts and permit delays, the construction industry has a paperwork problem—especially when it comes to getting paid. Cash flow is the lifeline of any contractor’s business, but billing is painful and slow. With so much manual work involved, a small, honest mistake can hold up millions of dollars in cash flow. And even when things go right, the time and effort it takes to get paid takes away from the work that really matters. We believe that when you free up payments, you free up people to take on whatever’s next. We started Siteline to give construction teams a financial foundation to build on. Because when people are on the same page about getting paid, they can focus on whatever's next—whether that’s a new idea, a new project, or more time with their family. We’re reimagining construction finance to help contractors get paid, grow their business, and build a better future for all of us
