Regard · 14 hours ago
Senior Manager, Support Engineering & Automation
New York, NY
Full-time
Hybrid
Senior Level
$175K/yr - $200K/yr
6+ years expRegard is an AI-powered Proactive Documentation platform aiming to improve healthcare delivery. As the Senior Manager, Support Engineering & Automation, you will lead the design and execution of support systems, ensuring customer issues are effectively managed and resolved.
Artificial Intelligence (AI)Electronic Health Record (EHR)Generative AIHealth CareMachine LearningSoftware
No H1B
Responsibilities
Own end-to-end customer issue resolution, ensuring every ticket has a clear owner, urgency, and path to resolution
Lead support triage and queue management early on, setting standards for quality, accountability, and follow-through
Personally engage in ticket triage, investigation, and escalation during the initial phase of the role to design systems from lived experience
Design and maintain support systems including severity models, workflows, escalation paths, SLAs, and playbooks
Build and operate automation and internal tooling, including LLM-powered triage, investigation, and response workflows
Reduce resolution time and manual effort through intelligent routing, process improvements, and self-service tooling
Lead cross-functional resolution of high-impact incidents and customer blockers, coordinating across Engineering, Product, and Customer teams
Own customer communication during incidents, delays, and complex issues, ensuring clarity and trust
Eliminate internal handoffs by maintaining clear ownership of issues through resolution
Hire, develop, and lead a high-ownership support engineering team while translating support data into actionable product insights
Qualification
Required
6+ years of experience in B2B SaaS support, support engineering, technical operations, or a related function
3+ years of experience managing and developing teams
Proven experience rebuilding, scaling, or materially improving a support function
Hands-on experience leading incident response and cross-functional issue resolution
Demonstrated ability to design systems, workflows, or tooling that improve support outcomes
Strong sense of personal ownership and accountability for customer outcomes
Comfort driving work across organizational boundaries and pushing issues to resolution
Preferred
Experience operating in regulated or healthcare environments
Experience building or working with LLMs, agents, or workflow automation tools
Background in support engineering, internal platforms, or developer-facing tooling
Strong technical fluency and comfort partnering closely with engineering teams
Product-oriented mindset with experience turning customer issues into prioritized insights
Benefits
Eligible for equity
99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
18 PTO days/yr + 1 week holiday break
Monthly health & wellness budget
Company-sponsored team retreat + social events
A sabbatical program
Company
Regard
Regard is an IT company that uses AI to diagnose and generate accurate notes for doctors to improve patient care and reduce burnout.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$81.42MKey Investors
Oak HC/FT
2024-06-11Series B· $61M
2022-06-29Series A· $15.3M
2021-02-02Seed· $5M
Leadership Team
Eli Joseph
Co-founder and CEO
Nate Wilson
Co-Founder
Recent News
2025-11-29
Right Side Capital Management
2025-11-05
Company data provided by crunchbase