Technical Support Engineering Manager

Overjet • Salt Lake City, UT

8d • Hybrid

About The Position

Overjet is the world-leader in dental AI, aiming to improve oral health for all. This role is for a Technical Support Engineering Manager to scale the Support Engineering team, which serves as the frontline technical layer for Overjet's Vision, Iris, and RCM products. This is a hands-on, player-coach role where the manager will lead the team day-to-day, handle escalations, and define processes and technical standards for the function. There is a clear 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 — 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 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 with Intercom is a plus.
• 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. You know how 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 supporting sensor-based hardware or similarly technical/regulated products.
• Experience with Intercom.

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 that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location
• 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