Senior Manager, Support Engineering & Automation

As the Senior Manager, Support Engineering & Automation, you will own how customer issues are triaged, resolved, communicated, and ultimately prevented. You’ll lead the design and execution of support systems, set the standard early on, build automation, and rebuild a support function that customers trust and the company is proud of. Reporting to the Head of Product, you will own the company’s support systems and work closely with Engineering, Product, and Customer-facing teams to ensure customer issues are owned and resolved end-to-end.

About Regard
Our mission is to bring world-class healthcare to everyone. Regard is an AI-powered Proactive Documentation platform that advances how care is delivered by reviewing all patient data in the EHR to recommend diagnoses and surface clinical evidence. Regard drafts a note even before the physician sees the patient, enabling an approach that gets documentation right at the point of care - we call it Proactive Documentation. This improves quality of care, reduces physician burden, and improves hospital finances. We are excited by challenges, mission-oriented work, and meaningful relationships. We work closely with some of the top health systems in the country and are leading the change that healthcare - one of the largest and most inefficient industries in the world - needs. We want you to join us.

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

Minimum Qualifications::
• 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 Qualifications::
• 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

Hybrid Work | Location | Work Authorization:
• For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship, and are within the New York City metro area
• Our expectation for this role is to be in the office 3 days per week. We may request more frequent in-office work during the onboarding period and team onsite weeks
• For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks
• Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year

Comp | Perks | 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

Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace.

All candidates must successfully complete a background check as part of the hiring process.