AI-Driven Support Engineering Manager

Overjet; Northern (KY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid workplace

401k matching

Health coverage

Life insurance

Paid parental leave

HSA option

Time off

Learning stipend

Job summary

Overjet is seeking a Support Engineering Manager to scale our frontline engineering team for Vision, Iris, and RCM products. You will lead a team of 9 Technical Support Engineers, mentor on logs, integration issues, and customer communication, and own incident response.

This greenfield role lets you define playbooks, triage processes, and technical standards, with a clear path to a director-level role as we grow and launch new products. Hybrid work; impact at scale.

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 — reading logs, reasoning through integration failures, and building credibility with engineers, not just relaying tickets.
• You 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
• You've led a team through a high‑stakes incident or major customer‑impacting escalation and come 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

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

Skills

People management

Technical troubleshooting

Communication with customers

AI tooling experience

Incident leadership

Cross-functional collaboration

Clear communication

Tools

Intercom

Job description

Overjet is seeking a Support Engineering Manager to scale our frontline engineering team for Vision, Iris, and RCM products. You will lead a team of 9 Technical Support Engineers, mentor on logs, integration issues, and customer communication, and own incident response.

This greenfield role lets you define playbooks, triage processes, and technical standards, with a clear path to a director-level role as we grow and launch new products. Hybrid work; impact at scale.