Support Engineering Manager

Overjet is the world-leader in dental AI, powering thousands of dental providers and insurers with AI-driven platforms for diagnostics and revenue cycle operations. They are seeking a Support Engineering Manager to scale their Support Engineering team, which handles technical escalations for their Vision, Iris, and RCM products.

The Role

The Support Engineering team at Overjet is the frontline technical layer for their AI and workflow platforms. They address hard technical problems such as sensor malfunctions, integration failures, log-level debugging, and configuration issues. The ideal candidate will manage a team of 9 Technical Support Engineers, define technical standards, triage processes, and playbooks from the ground up, with a clear path to a director-level role as the company grows.

This is a hands-on, player-coach role where you will:

• Manage the team day-to-day while staying engaged in escalations, log analysis, and coaching through real problems.
• Define playbooks, triage processes, and technical standards for the function.

Responsibilities

• Team Leadership & Development
  • Lead, coach, and develop a team of 9 Technical Support Engineers, setting a high bar for technical depth, responsiveness, and customer impact.
  • Mentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and communicating clearly with non-technical customers.
  • Build a culture of ownership and urgency, ensuring escalations are resolved quickly and thoughtfully.
• Operational Performance & AI-Driven Tooling
  • Own SLA performance for the team, delivering a better, faster experience for customers.
  • 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 current workflows and ship process and tooling improvements quickly.
• Cross-Functional Collaboration
  • 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, ensuring support impact is considered.
  • Collaborate with Customer Success and onboarding teams for 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 a technical support, support engineering, or field engineering function.
• Comfortable being the most technical person in the room when needed, including reading logs, reasoning through integration failures, and building credibility with engineers.
• Ability to build genuine trust with customer stakeholders, including clinicians, practice operations leaders, and IT teams.
• Experience deploying or evaluating AI tooling in a support or operations context (e.g., agentic triage, LLM-based debugging assistants) is strongly preferred.
• Experience supporting sensor-based hardware or similarly technical/regulated products is a plus.
• Experience with Intercom is a plus.
• Experience leading a team through a high-stakes incident or major customer-impacting escalation and improving processes.
• Strong cross-functional instincts to advocate for customers with Engineering and Product without slowing either team down.
• Clear, direct communication style, both with customers and internally.