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Overjet is the world leader in dental AI, serving thousands of dental providers and insurers. The company is growing rapidly and seeking a Technical Support Engineering Manager to lead and scale the Support Engineering function.
The Role
You will manage a team of 9 Technical Support Engineers who serve as the frontline technical layer for Overjet's Vision, Iris, and RCM products—AI and workflow platforms powering diagnostics and revenue cycle operations for dental practices. This is a hands-on, player-coach role where you'll manage the team day-to-day while staying close enough to jump into escalations, debug logs, and coach through real problems. You'll define playbooks, triage processes, and technical standards from the ground up, with a clear path to director-level as the company grows.
Key Responsibilities
- Lead, coach, and develop a team of 9 Technical Support Engineers, setting high standards for technical depth, responsiveness, and customer impact
- Mentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and clear communication with non-technical customers
- Build a culture of ownership and urgency where escalations are driven to resolution quickly and thoughtfully
- Own SLA performance and deliver a better, faster customer experience
- Own the roadmap for AI-assisted triage, including tuning Intercom's Fin agent and evaluating or building internal debugging copilots
- Design repeatable triage processes and playbooks tailored to different customer segments and products
- Continuously identify friction and waste in workflows, shipping process and tooling improvements quickly
- Partner closely with Engineering to define how technical escalations are routed, tracked, and resolved
- Represent the voice of the customer in engineering and product conversations
- Collaborate with Customer Success and onboarding teams to ensure smooth handoffs and consistent customer experience
- Push for clarity and decisive tradeoffs when priorities compete across teams
Qualifications
- 2–3 years of people management experience in technical support, support engineering, or field engineering
- Comfortable being the most technical person in the room when needed—reading logs, reasoning through integration failures, and building credibility with engineers
- Ability to build genuine trust with customer stakeholders (clinicians, practice ops leaders, IT teams) so hard conversations strengthen relationships
- Experience deploying or evaluating AI tooling in support or ops context (agentic triage, LLM-based debugging assistants) strongly preferred
- Experience supporting sensor-based hardware or similarly technical/regulated products is a plus
- Experience with Intercom is a plus
- Track record leading a team through high-stakes incidents or major customer-impacting escalations and emerging with improved processes
- Strong cross-functional instincts and ability to advocate for customers with Engineering and Product without slowing either team down
- Clear, direct communication style with customers and internally
