Founding Support Specialist — Construction SaaS

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About Us

We are Wyre AI - B2B Startup focused on revolutionizing preconstruction workflows using AI. Our team is composed of visionaries, researchers, and engineers dedicated to pushing the boundaries of AI to develop transformative solutions. Founded by a repeat founder who had previously built Pype and exited successfully to Autodesk.

We are committed to using technology and innovation to disrupt the status quo and create the future.

About the Role

We are looking for a Founding Support Specialist with strong construction-domain knowledge and experience supporting B2B SaaS applications. You will own customer onboarding, product support, troubleshooting, training and issue resolution. You will work directly with customers, founders, Product, and Engineering to build Wyre AI’s support function from the ground up.

This is not just a ticket-closing role. You will understand the customer’s construction workflow, investigate the root cause of issues, and turn customer feedback into product improvements.

Key Responsibilities

Customer Support & Success

•       Own customer support across email, chat, and video calls.

•       Troubleshoot issues related to user access, permissions, project setup, document uploads, document processing, workflows, integrations, exports, data discrepancies, and AI-generated results.

•       Lead customer onboarding, product demonstrations, training, and adoption.

•       Understand the construction context behind each customer question or issue.

•       Reproduce bugs and document clear steps, expected behavior, actual behavior, screenshots, customer impact, and available workarounds.

•       Coordinate with Product and Engineering until issues are fully resolved.

•       Keep customers informed throughout the issue-resolution process.

•       Create FAQs, onboarding guides, troubleshooting documentation, training materials, and knowledge-base articles.

•       Develop a strong understanding of Wyre AI and customer construction workflows.

•       Independently resolve common customer issues within the first 90 days.

•       Produce clear, engineering-ready bug reports and escalations.

•       Identify recurring customer pain points and convert them into structured product feedback.

•       Help establish support workflows, escalation paths, service standards, and operating procedures.

•       Track customer satisfaction, response time, resolution time, ticket backlog, escalation rate, and recurring issue trends.

•       Partner with Sales and Customer Success to ensure smooth customer handoffs.

•       Support customer interviews, case studies, references, and testimonials.

Product Feedback & Insights

•       Translate customer issues into structured product feedback for the Product and Engineering teams.

•       Identify recurring pain points and partner with product to prioritize fixes

•       Conduct regular check-ins and voice-of-customer interviews to surface insights

•       Identify recurring support themes and recommend product or process improvements.

Operations & Process

•       Design and implement the support workflow from the ground up — tools, SOPs, escalation paths

•       Set up and manage CRM and support tooling (e.g., Intercom, HubSpot, Notion)

•       Track key support metrics (CSAT, response time, resolution rate) and report weekly

•       Establish repeatable support, triage, escalation, and communication processes.

Cross-Functional Collaboration

•       Work closely with Sales to ensure smooth handoffs and customer context transfer

•       Partner with the AI/Engineering team to reproduce and document bugs effectively

•       Contribute to customer success stories, case studies, and product testimonials

•       Build trusted relationships with customers, Product, Engineering, Sales, and company leadership.

Required Skills & Qualifications

Must-Have

•       3–6 years of experience in customer support, technical support, customer success, SaaS implementation, or account management.

•       Experience supporting a B2B SaaS application.

•       Practical knowledge of construction or preconstruction workflows.

•       Familiarity with construction drawings, specifications, addenda, revisions, scopes of work, bid packages, bidding, buyout, RFIs, submittals, alternates, allowances, qualifications, and exclusions.

•       Strong troubleshooting, analytical, and problem-solving skills.

•       Ability to investigate configuration, permission, browser, data, workflow, and integration issues.

•       Ability to clearly communicate technical issues to customers, Product, and Engineering teams.

•       Excellent written and verbal English communication skills.

•       Strong ownership, organization, prioritization, and follow-through.

•       Ability to independently manage multiple customers and open issues.

•       Comfortable working in a fast-moving startup environment with evolving processes.

•       Based in India and available for reasonable overlap with North American business hours.

Nice to Have

•       Experience with Procore, Autodesk Construction Cloud, BuildingConnected, Bluebeam, PlanGrid, or similar construction software.

•       Experience supporting estimating, bidding, preconstruction, scope-management, or document-review workflows.

•       Familiarity with AI-powered products and their limitations.

•       Basic knowledge of APIs, authentication, browser developer tools, logs, integrations, and common file formats.

•       Experience creating support processes, onboarding programs, help centers, or knowledge bases from scratch.

•       Fluency in additional Indian regional languages for regional customer support

Beyond Technical Skills — What We’re Looking For

Startup Readiness & Ownership

•       Bias for action: You solve problems before they become complaints

•       Comfort with ambiguity: You build the plane while flying it — and enjoy it

•       Ownership mindset: You treat every customer relationship as your own responsibility

•       Resourcefulness: You know when to escalate and when to just fix it yourself

Collaboration & Communication

•       Cross-functional comfort: You work well with product, engineering, and founders

•       Clear communicator: You can translate technical complexity into customer-friendly language

•       Feedback culture fit: You give and receive feedback without ego

Startup Cultural Fit

•       Mission-driven: You care about what Wyre AI is building for the construction industry

•       No big-company baggage: No expectations of layered teams or polished specs. We move fast

•       Flexible work style: Especially if remote, you’re reachable and responsive

Why Join Wyre AI?

•       Shape the Future of Construction technology through intelligent automation and smart workflows

•       Ownership & Impact: See the results of your work directly in customer outcomes

•       Competitive Package: Market-aligned salary and performance-based incentives

•       Remote Flexibility: India remote-friendly culture

•       Work with Experts: Collaborate with leaders in AI, construction, and cloud-native development

•       Career Growth: Be part of the founding team — opportunity to grow into a leadership role as we scale