Senior Manager, Support Engineering – Automation

Regard

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $175,000 - $200,000 per year

Job Level

Senior

About the role

  • 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

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
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaS supportsupport engineeringtechnical operationsincident responseworkflow designautomationLLM-powered triageself-service toolingprocess improvementssupport systems
Soft Skills
ownershipaccountabilitycommunicationleadershipcross-functional collaborationproblem-solvingcustomer focusteam developmentquality assurancetrust building