Support Engineering Manager

Overjet • Salt Lake City, UT

2d • Hybrid

About The Position

Overjet is the world-leader in dental AI, aiming to improve oral health for all. We are a fast-growing company where employees can accelerate their careers. The Support Engineering team is the frontline technical support for Overjet's Vision, Iris, and RCM products, which are AI and workflow platforms for dental practices. This role is a hands-on, player-coach position responsible for scaling the Support Engineering function. The manager will define processes, triage procedures, and technical standards for the team, with a clear path to a director-level role. This is a green-field opportunity to build and lead a critical technical function.

Requirements

• 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 — reading logs, reasoning through integration failures, and building credibility with engineers, not just relaying tickets.
• Ability to build genuine trust with customer stakeholders — clinicians, practice ops leaders, IT teams — so that even hard conversations (downtime, data issues, billing) strengthen the relationship rather than erode it.
• Experience with Intercom required.
• Experience leading a team through a high-stakes incident or major customer-impacting escalation and coming out the other side with a better process, not just a resolved ticket.
• Strong cross-functional instincts — ability to advocate for customers with Engineering and Product without slowing either team down.
• Clear, direct communication style, both with customers and internally.

Nice To Haves

• Experience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants) strongly preferred.
• Experience supporting sensor-based hardware or similarly technical/regulated products is a plus.

Responsibilities

• 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 on communicating clearly with non-technical customers.
• Build a culture of ownership and urgency, where escalations are driven to resolution quickly and thoughtfully.
• Own SLA performance for the team, delivering a better, faster experience for customers.
• Own the roadmap for AI-assisted triage, from tuning Intercom's Fin agent to evaluating or building internal debugging copilots, and make the build-vs-buy case as our tooling matures.
• 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.
• 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, helping teams understand the support impact of technical decisions.
• Collaborate with Customer Success and onboarding teams to ensure smooth handoffs and a consistent customer experience across the lifecycle.
• Push for clarity and decisive tradeoffs when priorities compete across teams.

Benefits

• Competitive Compensation and Equity
• Hybrid workplace
• 401k plans with a matching program
• Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
• Life and AD+D Insurance
• 8 weeks Paid Parental Leave
• Optional HSA with Employer contribution
• Flexible Time Off and company paid holidays
• Annual Learning and Development Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed