Technical Support Specialist
About The Position
Regal is hiring a Technical Support Specialist to help build a world-class support experience as its Technical Support team grows. The role responds to and resolves customer questions across topics including platform navigation, technical troubleshooting, and integrations. The specialist helps customers successfully adopt Regal and get the most out of its AI Agents. The specialist works with Customer Success, Product, Engineering, and implementation teams to resolve customer issues, identify ticket trends, and improve the customer experience. This is an early-career opportunity at a fast-paced AI startup, offering hands-on exposure to customer challenges and opportunities to build technical and communication skills. The position is based in New York City at Regal’s Midtown headquarters and follows a hybrid schedule: in-office Tuesday through Thursday, with Monday and Friday optional in-office days.
Requirements
- Have 0–1 years of experience in a technical support role or internship, or be a recent graduate with a technical degree.
- Have previous experience or exposure in at least two of the following areas: SQL, SaaS, SMS marketing, email marketing, phone sales, contact center software, APIs, marketing automation, direct marketing, marketing analytics, or basic programming such as HTML.
- Be able to identify collaboration and escalation resources in a fast-paced environment.
- Provide appropriate context when partnering with others to resolve customer issues.
- Be a methodical, critical thinker who can understand customer needs, dissect technical requirements, and deliver clear resolutions.
Responsibilities
- Respond rapidly to inquiries from end-users, administrators, and developers.
- Resolve inquiries involving end-user training, integration debugging, and bug resolution to support product adoption and customer satisfaction.
- Collaborate with implementation, Customer Success, Product, and Engineering teams to resolve issues and highlight trends in support tickets.
- Own the support ticketing and knowledge infrastructure.
- Participate in hiring and onboarding future support engineers as the business grows.
Benefits
- Medical, dental, and vision plans, 80% covered by the company.
- Flexible paid time off.
- 11 paid holidays per year.
- Subsidized ClassPass membership.
- 401(k) plan.
- Paid parental leave.
- Pre-tax commuter benefits.
- Daily in-office breakfast and snacks.
- Happy hours, team outings, and annual off-sites.
- Complete laptop workstation.
- Competitive equity package; some offers may also include variable compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
