Senior Support Engineer, Regard
$130-150k
Eligible for equity
More information about location
1-2 days a week in office (New York City, NY)
AI-driven medical diagnosis platform
Be an early applicant
AI-driven medical diagnosis platform
21-100 employees
Be an early applicant
$130-150k
Eligible for equity
More information about location
1-2 days a week in office (New York City, NY)
21-100 employees
Company mission
To bring world-class healthcare to everyone.
Role
Who you are
- 4+ years of experience supporting software
- 2+ years in a higher tier support role solving complicated technical issues
- Database proficiency, with the skills to write SQL to diagnose issues
- Demonstrated technical background with the ability to learn and use technical tools either made by 3rd parties (Datadog, Jira, Epic, Cerner, Sentry, AWS, etc) or made internally by Regard
- Understanding of APIs and other technical concepts
- Ability to work within structured hours (e.g. 9-6pm on business days) to support services escalation SLAs
- Strong customer-facing communication skills and ability to represent Regard professionally in debugging issues with customer IT teams and in supporting technical tasks in integrating Regard into customer environments
Desirable
- Base level proficiency understanding and writing code
- Experience working on a mature enterprise SaaS technology product
- Experience working with health technology, patient health data and large health systems
- Ability to operate in a dynamic startup environment
What the job involves
- As a Senior Support Engineer you will be key to supporting the Regard platform across our customer base
- You will be responsible for triaging and investigating issues as they arise using your strong technical skills and the support and monitoring tooling available
- You are able to diagnose the root cause of issues and determine severity while maintaining a professional and positive experience when interacting with both internal and external teams
- You’ll also be a key point of contact in establishing communication with our customer or EMR vendor IT teams when collaborating to solve issues and provide the first line of support when critical issues are escalated to Regard
- You are comfortable looking through logs, databases, technical systems, and our codebase to find where issues may arise
- Your insights and ideas will be used to drive both product improvements as well as improvements to our support and monitoring tooling
- Monitor incoming escalated support requests and bugs
- Perform triage on serious incoming issues and escalate to trigger incident response from engineering
- Use fault isolation and root cause analysis skills in conjunction with either 3rd party tools such as Datadog, AWS services, Sentry, etc or Regard’s internal support tooling in order to solve complex technical issues
- Organize external calls with customer IT or EMR/EHR system tech support in order to troubleshoot and diagnose issues involving 3rd parties
- Promote a positive customer experience by working with Customer Success, Provider Success, Product, Engineering, and our customers
- Provide operational support within structured hours with possible expansion to as needed 24x7 on-call responsibilities as the company grows
- Identify patterns in product needs and short comings and that inform the product roadmap
- Promote new ideas and projects that would enhance the ability to support the Regard platform
- Partner with CSM or PSM (Provider Success) team to build troubleshooting processes and technical documentation supporting client clinical and technical teams
Our take
Patient data is invaluable to clinicians, providing them with past medical information that is essential to inform accurate diagnoses. However, the analysis of this medical data can be time-consuming and this results in non-comprehensive data analysis, with efforts being further strained by administrative duties such as note-taking and missed revenue capturing.
Regard provides an AI-driven medical diagnosis platform, facilitating the automated analysis and synthesis of patient data, diagnoses recommendation, note-taking, and capturing of missed revenue. Whilst AI-driven medical data analysis platforms are nothing new, Regard stands out by taking a human-interrupted approach to AI, resulting in what is considered an AI clinical assistant as opposed to replacing the work of clinicians.
The company claims that its software can save clinicians up to 30% of their time through its automation, whilst improving diagnosis accuracy, reducing coding queries, and improving hospital finances to result in more than $100K in revenue impact per user. $61 million in Series B funding raised in 2024 is being used to ramp up product development and LLM research efforts and expand its reach beyond inpatient centres.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2024
$61m
SERIES B
Jun 2022
$15.3m
SERIES A
Total funding: $81.4m
Company benefits
- Total Rewards - Ownership – equity options offered to all full-time employees. Financial (401K, FSA, HSA)
- Medical, dental, and vision insurance - 99% employer paid health benefits for employees. One Medical subscription
- 18 PTO days + 10 holidays + holiday break
- Annual learning & development stipend
- Team retreats, social events, and company celebrations
- Free lunches and snacks in office
- Phone & internet reimbursement
- Semi-annual travel budget for team co-working weeks
- Relocation support
- 6 annual work from anywhere weeks
- Sabbatical program at 5 years
Company values
- Quality - We have high expectations for our product and for each other. We’re building a platform that helps doctors diagnose and treat patients – ensuring the highest standard of quality is our top priority
- Action - We lean toward action over deliberation. We take action when we can learn from mistakes, prioritizing thoughtful analysis for more consequential decisions
- Improvement - We always strive to improve both the product and ourselves. We believe in a culture of radical transparency and consistent feedback
- Community - We believe our best work happens through inspiration from each other. We invest in meaningful time together to build relationships both internally and externally
Company HQ
Chelsea, New York, NY
Articles
Leadership
Eli Ben-Joseph
(CEO & Co-Founder)Experience as Engagement Manager for Applied Predictive Technologies. Teaching Assistant at Stanford University from 2015 to 2016.
Thomas Moulia
(CTO)Experience as Software Engineer for Runway 20, Pocketknife, and Benchling. CTO for HealthTensor from 2016 to 2022.
Nate Wilson
(Co-Founder)Experience as Biomedical Research Lead for the University of Virginia. Founder, CEO and Advisor for nData, Inc. from 2014 to 2019.
Salary benchmarks
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Diversity, Equity & Inclusion at Regard
- Regard is proud to be an equal-opportunity employer. We welcome applicants of all ages, races, ethnicities, colors, national origins, genders, gender identities and gender presentations, sexual orientations, disabilities, veteran status, and other characteristics that make each one of us unique. We celebrate diversity and are proud of our supportive, inclusive workplace
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