Senior Manager, Support Engineering & Automation

Regard•New York, NY

2d•$175,000 - $200,000•Hybrid

About The Position

As the Senior Manager, Support Engineering & Automation, you will own how customer issues are triaged, resolved, communicated, and ultimately prevented. âll 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 companyâs 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.

Requirements

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

Nice To Haves

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

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

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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume