---
title: 'Manager, Product Support at Fieldguide'
canonical: 'https://feeny.ai/job/manager-product-support-fieldguide-united-states-n2h6w6g0479q'
type: 'job'
last_seen: '2026-09-14'
---

# Manager, Product Support at Fieldguide

- **Company:** Fieldguide
- **Location:** United States
- **Compensation:** $100k–$130k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/fieldguide/1b4d4266-339f-4840-af40-b0e5ff76ae6d

## Job description

## About Us

Fieldguide is establishing a new state of trust for global commerce and capital markets. We enhance trust by augmenting the work of assurance and audit practitioners with AI agents. Put simply, we build software for the people who enable trust between businesses.

We are based in San Francisco and built as a remote-first company that lets you do your best work from anywhere. We have raised over $125M in venture funding from top investors including Goldman Sachs, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, Justin Kan, and Elad Gil. More than 50% of the top-100 CPA firms are customers, including several Big 4 firms, with an industry-leading NPS to match.

We value diversity, both in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide's team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture we are building, and we look for teammates who are strong in their own aptitudes and who care deeply about supporting each other's growth.

## About the Role

Our generalist product support team is the front door to Fieldguide for every firm we serve. It is also our largest team, and it is about to be our most distributed. We currently cover a 12-hour weekday window. Within twelve months, we will cover 24 hours a day, five days a week, using local office hours across the US, London, and Seoul rather than working through the night. We are looking to bring on a Manager, Product Support, reporting to our Head of Support to oversee our generalist product support team. We need someone skilled in coaching and process gaps. You will own ticket quality before escalation, consistent quality assurance, career development for our specialists, and a real follow-the-sun handoff model. This hire must be comfortable working 10-7pm Eastern Time. What You’ll Do:

- Own the team's numbers. Hold the standard on first response time, median time to close, volume, and SLA adherence. Know where the team sits every day, know who is behind and why, and coach rather than report.
- Build the 24-hour coverage model. Take us from a 12-hour weekday window to 24-hour weekday coverage in your first twelve months. Own shift design, staffing math, and the hiring plan across regions, in partnership with the Head of Support.
- Stand up quality assurance from scratch. We do not have a formal QA process for support tickets today. You will build it. Review ticket handling, documentation quality, and internal notes, then turn what you find into coaching and into changes to how we work.
- Raise the quality of escalations. Define and enforce the paths from generalist support into the product verticals and support engineering. Escalations that leave your team should arrive complete, scoped, and reproducible so they do not burn engineering time. Protect senior and engineering capacity with clear runbooks and escalation gates.
- Own the follow-the-sun handoff. As specialists ramp off shift, open tickets need to move to someone who is online, not sit with someone who is asleep. This is a gap today and it is yours end to end.
- Coach and grow the team. Own hiring, onboarding, and day to day development for the generalist group. Build the career pathing that shows a junior specialist how to get to senior, to a product vertical, or into support engineering.
- Hire across time zones. Partner with recruiting to bring on specialists in London, Seoul, and the US, and get them productive fast in a distributed team.
- Advocate for the customer inside EPD. Support sits under Engineering, Product, and Design at Fieldguide. Bring patterns from the queue into roadmap conversations, and make sure recurring pain gets fixed rather than re-answered.
- Stay hands on. You will still work tickets and take escalations when the queue calls for it. This is a working manager role, not a reporting one.

What You Are:

- 5+ years in customer, product or technical support.
- At least 2+ years managing a team, ideally within an enterprise SaaS company. You have carried a queue yourself and you have coached other people through carrying one.
- You have managed a distributed team across time zones. You have designed or run a shift model, and you understand what handoffs, coverage gaps, and time zone isolation do to a team if nobody is watching.
- You build a process where none exists. A QA rubric, an escalation runbook, an onboarding path. You are comfortable being the first person to write it down.
- You are fluent in the data. First response time, time to close, backlog, CSAT, SLA adherence. You can pull the numbers, spot the trend, and explain what you are going to do about it.
- Hands-on experience in a high-growth startup. Strong communication and problem-solving skills are essential, with a focus on assisting and advising customers through complex issues.
- You are a team player and are mission-first. You are joining a hard-working team that trusts each other deeply. We won't compromise on this.
- Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight.
- Nice to have: experience supporting audit, accounting, or professional services firms; familiarity with Intercom, Shortcut or Jira, and Metabase; experience hiring in the UK or APAC; experience deploying AI-assisted triage in a support queue.

## About Fieldguide

## Company Overview
- **One-liner**: Fieldguide is an AI-native platform that automates audit and advisory engagements for professional services firms, replacing manual workflows with agentic AI and collaborative tools.
- **Entity Type**: Private (Series C, $125.3M total funding)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2020
- **Founders**: Jin Chang (CEO/Co-Founder) and Chris Szymansky (CTO/Co-Founder)

## Core Business
- **Primary Industry**: Vertical AI for Audit & Advisory (Regulatory Compliance, Risk Advisory, Financial Audit, SOC Readiness, IT Audit, Cybersecurity & Privacy, ESG)
- **Target Customers**: B2B — Audit and advisory practices (CPA firms, risk advisory firms, internal audit teams) ranging from top 100 firms to regional practices. Clients include KPMG, RSM US LLP, Baker Tilly, BDO, Grant Thornton, Forvis Mazars, CLA, CohnReznick, and many others.
- **Mission/Purpose**: "Increase trust in commerce and capital markets" by amplifying the assurance and advisory engagement experience through automation and AI.

## Products & Services
- **Fieldguide AI Platform**: The core end-to-end engagement management platform where practitioners and AI agents work together. Covers planning, testing, evidence review, reporting, and client collaboration.
- **Field Agents (Agentic AI)**: Purpose-built AI agents that automate end-to-end test procedures — validating evidence, summarizing results, and flagging exceptions. Includes Testing Agents, Substantive Testing Agents, Request Agents, and Agentic Chat.
- **AI Actions**: Handles recurring tasks across entire workpapers (drafting walkthroughs, suggesting test plans).
- **Client Hub**: Automated modern request management with a client-facing portal.
- **Reporting Automation**: One-click collaborative report generation.
- **Document Management**: Enterprise-grade workpaper management.
- **End-to-End Engagement Management**: Centralized platform for planning, execution, and delivery across every practice area and methodology.

## Market Standing
- **Valuation**: Not disclosed (last round: Series C, $75M, announced February 2026)
- **Total Funding**: $125.3M (8 rounds)
- **Key Metric**: Annual Revenue of $7.5M (156 employees)
- **Notable Investors**: Growth Equity at Goldman Sachs Alternatives (lead, Series C), Bessemer Venture Partners, 8VC, Thomson Reuters, Y Combinator, Floodgate, Elad Gil, Justin Kan, Qasar Younis, Eric Ries. Corporate investment from KPMG (2025).
- **Growth Signals**: 64.5% YoY headcount growth (+78 people); 50% of the top 100 firms trust Fieldguide; 32% reduction in engagement hours for customers; 70% reduction in manual testing time; 95% reduction in manual testing time for certain workflows; error rate of less than 1% versus manual processes; 5-time winner of CPA Practice Advisor Technology Innovation Award.

## Competitive Advantages
- **Vertical AI Moat**: Purpose-built for regulated audit and advisory environments, not a generic AI tool. Field Agents are trained on industry standards (SOX, HIPAA, FFIEC, HITRUST, PCI DSS) and firm methodologies.
- **Founder-Market Fit**: Both co-founders have deep industry experience — Jin Chang spent 5 years at EY in audit & advisory; Chris Szymansky has a technical background and founded a crypto tax automation company.
- **Network Effects**: As more firms use the platform, the AI agents improve across methodologies and regulatory frameworks, creating a data moat.
- **Top-Tier Customer Base**: Already adopted by 50% of the top 100 firms, including Big Four (KPMG) and national leaders (RSM, Baker Tilly, BDO, Grant Thornton), providing credibility and a strong reference base.
- **Capital & Strategic Backing**: Backed by Goldman Sachs Alternatives, Bessemer, 8VC, and a strategic investment from KPMG — signaling both financial strength and industry validation.

## Strategic Focus
- **Agentic AI First**: Doubling down on autonomous AI agents that execute testing, documentation, and evidence review, allowing practitioners to focus on judgment and client impact.
- **Platform Expansion**: Moving beyond audit into risk advisory, SOC, ESG, cybersecurity, and other assurance practices — becoming the single platform for all trust services.
- **Geographic Growth**: Expanding presence with offices/hubs in San Francisco (HQ), Denver, New York, Seoul, Los Angeles, Austin, Detroit, Pittsburgh, Toronto, London, Seattle, and Singapore.
- **Talent Acquisition**: Aggressively hiring (+105.6% YoY job posting growth) across engineering, customer success, sales, and marketing to scale the platform.

## Why Work Here
- **Mission-Driven**: Work that directly increases trust in commerce and capital markets — a meaningful, high-impact problem.
- **Remote-Friendly Culture**: Described as a "remote-friendly, global company" with hubs across the US, Canada, UK, Ireland, South Korea, and Singapore. Not fully remote but flexible.
- **Strong Engineering Culture**: Cross-functional teams with autonomy and focus on core metrics. Engineers work on cutting-edge agentic AI problems in a high-regulation environment.
- **Learning Opportunity**: Daily exposure to industry experts (former auditors on staff) who share knowledge — no prior audit experience needed.
- **Perks & Benefits**: Competitive compensation, stock options, flexible PTO, wellness benefits, technology reimbursement, company offsites.
- **Culture Values**: "Loveable" (create mutual value, earn trust), "Fearless" (inspire, break down walls), "Fast" (launch fast, iterate to perfection), "Inclusive" (scale best ideas with inclusive teams), "Owners" (execute with ownership), "Deliver happiness & 11 star experiences."
- **Talent Density**: Team includes alumni from Meta, Amazon, Brex, Carta, EY, Thomson Reuters, FloQast, LaunchDarkly — high-caliber peers.

## Sources
1. [fieldguide.io](https://www.fieldguide.io/)
2. [fieldguide.io/about](https://www.fieldguide.io/about)
3. [fieldguide.io/careers](https://www.fieldguide.io/careers)
4. [linkedin.com/company/fieldguide-inc](https://www.linkedin.com/company/fieldguide-inc)
5. [ycombinator.com/companies/fieldguide](https://www.ycombinator.com/companies/fieldguide)

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