Support Engineering Manager

Overjet • Salt Lake City, UT

14h • Hybrid

About The Position

Overjet is seeking a Support Engineering Manager to lead their Support Engineering team, which serves as the frontline technical support for their Vision, Iris, and RCM products. These products are AI and workflow platforms crucial for diagnostics and revenue cycle operations in dental practices. The role involves managing a team, handling escalations, debugging technical issues, and defining processes and standards for the support function. This is a player-coach position with a clear growth path to a director-level role.

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, including 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).
• Experience with Intercom required.
• Strong cross-functional instincts; ability to advocate for customers with Engineering and Product without slowing down either team.
• 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.
• Experience leading a team through a high-stakes incident or major customer-impacting escalation and implementing process improvements.

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 on communicating clearly with non-technical customers.
• Build a culture of ownership and urgency, ensuring escalations are resolved quickly and thoughtfully.
• Own SLA performance for the team, aiming for a better and faster customer experience.
• Own the roadmap for AI-assisted triage, including tuning AI agents and evaluating/building internal debugging tools.
• Design repeatable triage processes and playbooks tailored to different customer segments and products.
• Continuously identify and address friction and waste in current workflows through process and tooling improvements.
• Partner closely with Engineering to define escalation routing, tracking, and resolution processes.
• Represent the voice of the customer in engineering and product discussions, highlighting the support impact of technical decisions.
• Collaborate with Customer Success and onboarding teams for smooth handoffs and a consistent customer experience.
• Advocate for clarity and decisive tradeoffs when priorities conflict 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