Technical Support Specialist
About The Position
Regal is hiring a Technical Support Specialist to help build a world-class support experience for its AI Agent Platform. The role responds to and resolves customer questions across a range of 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 closely with Customer Success, Product, Engineering, and implementation teams to resolve issues, identify trends, and improve the customer experience. This is an early-career opportunity to gain exposure to customer challenges, develop technical and communication skills, and contribute hands-on at a fast-paced AI startup. The position is available in New York City and follows a hybrid schedule, with in-office work Tuesday through Thursday and optional office attendance Monday and Friday.
Requirements
- 0–1 year of experience in a technical support role or internship, or be a recent graduate with a technical degree.
- Previous experience or exposure to at least two of the following: SQL, SaaS, SMS marketing, email marketing, phone sales, contact center software, APIs, marketing automation, direct marketing, marketing analytics, or basic programming such as HTML.
- Experience identifying collaboration and escalation resources in a fast-paced environment.
- Experience providing the appropriate context when partnering with others to resolve customer issues.
- Methodical and critical thinking, with the ability to understand customer needs, dissect technical requirements, and deliver clear resolutions.
- Able to work in New York City.
Nice To Haves
- The posting welcomes candidates who may lack relevant experience but are hungry to learn quickly and can demonstrate that ability.
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, with 80% of the cost 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.
- In-office breakfast and snacks daily.
- 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
