Technical Support Specialist

ABOUT US: Founded in 2020, Regal is the AI Agent Platform. Regal gives every company the tools to transform customer communications with delightful AI Agents that are connected to your data, easy to customize and monitor, always available, and ready to take action. Power better support, sales, and operations – with way less effort. Our founders, Alex Levin and Rebecca Greene, helped build Angi (Angie’s List, HomeAdvisor, and Handy) to over $1.5B in revenue. Based in Manhattan, we’re building an in-person culture of entrepreneurs who want to win and build something meaningful. We’re backed by top investors including Founder Collective, Homebrew, and Emergence Capital. Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings! We’re moving fast, and the numbers speak for themselves: - Partnered with enterprise brands like Google, AAA, Ro, Coursera - Raised $82M (top tier investors including Emergence & Homebrew) - Completed 500M+ calls - Driven $7B revenue for customers - Scaled to $##M ARR - Built amazing NYC (Midtown) in office culture
ABOUT THE ROLE: Join Regal to build a world-class support experience with our growing Technical Support team! In this role, you’ll respond to and resolve customer questions across a variety of topics, from helping users navigate the platform to troubleshooting technical issues and integrations. Your work will help ensure customers can successfully adopt Regal and get the most out of our AI Agents. You’ll work closely with teams across the company, including Customer Success, Product, and Engineering, to solve problems, learn how complex systems work, and improve the overall customer experience. This is a great opportunity for a recent graduate or early-career professional to join a fast-paced AI startup. You’ll gain exposure to real customer challenges, build technical and communication skills, and play a hands-on role in helping companies use AI to transform how they engage with their customers.

RESPONSIBILITIES:

Respond rapidly to inquiries from a variety of user types (end-users, admins, and developers)

Resolve a wide range of inquiries – end-user training, integration debugging, and bug resolution – to drive product adoption and customer satisfaction

Collaborate with implementation, customer success, product, and engineering teams to resolve issues and highlight trends in tickets

Own support ticketing and knowledge infrastructure to deliver a world-class support experience

Participate in hiring and onboarding future support engineers as the growth of the business demands

ABOUT YOU:

0-1 year(s) of experience in a technical support role/internship or a recent graduate with technical degree

Previous experience or exposure with two or more 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 (HTML etc.)

Experience identifying collaboration and escalation resources in a fast-paced environment

Experience providing the right level of context when partnering with others to resolve customer issues

Methodical, critical thinker who can understand customer needs, dissect technical requirements, and deliver crisp resolutions

Benefits/Perks

We care about your health! 

Medical, Dental, and Vision plans - 80% covered by the company

Flexible PTO & 11 paid holidays/year 

Subsidized ClassPass membership

We care about future you!

401k Plan

Paid parental leave

Pre-tax commuter benefits 

We care about connection!

In-office breakfast and snacks daily

Happy hours, team outings, & annual off-sites

Complete laptop workstation 

& more to come!

POSITION LOCATION & OFFICES: This position is only available in New York City.
POSITION LOCATION & OFFICE DETAILS: This position is only available in New York City (HQ- Midtown). Hybrid roles are required in office T/W/TH and office optional M/F. *If you think you’re missing relevant experience but you’re hungry and a fast learner (and can prove it), we want to hear from you!