AI-Driven Support Engineering Manager

Overjet; San Mateo (CA); Hybrid; USD 170,000 - 210,000; Full time

Benefits offered by this job

401k matching

Medical, Dental and Vision coverage

Life and AD+D Insurance

8 weeks Paid Parental Leave

HSA with Employer contribution (opt)

Flexible Time Off

Learning and Development Stipend

Job summary

Overjet, the global leader in dental AI, is hiring a Support Engineering Manager to scale frontline engineering for Vision, Iris, and RCM products. You’ll lead a hands-on team, shape playbooks, and drive high‑stakes escalations with engineers and product teams.

You’ll build trust with clinicians and IT leaders, define triage processes, and own AI-assisted tooling roadmaps to improve diagnostics and revenue cycle workflows. This role is hybrid and based in multiple hubs.

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—reading logs, reasoning through integration failures, and building credibility with engineers.
• Build genuine trust with customer stakeholders—clinicians, practice ops leaders, IT teams.
• Experience deploying or evaluating AI tooling in a support or ops context.
• 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 high-stakes incidents and improved processes, not just resolved tickets.
• Strong cross-functional instincts to advocate for customers without slowing teams down.
• Clear, direct communication style with customers and internally.

Responsibilities

• Lead, coach, and develop a team of 9 Technical Support Engineers with a focus on technical depth and customer impact.
• Own SLA performance and drive faster experiences through AI-driven tooling.
• Design and implement repeatable triage processes and playbooks for different customer segments.
• Partner with Engineering to define escalation routing, tracking, and resolution; represent customer voice in product discussions.
• Collaborate with Customer Success and onboarding teams to ensure smooth handoffs across the lifecycle.

Skills

People management

Technical troubleshooting

Log analysis

Sensor integration

Customer communication

AI tooling deployment

Intercom

Cross-functional collaboration

Escalation handling

Tools

Intercom

Job description

Overjet, the global leader in dental AI, is hiring a Support Engineering Manager to scale frontline engineering for Vision, Iris, and RCM products. You’ll lead a hands-on team, shape playbooks, and drive high‑stakes escalations with engineers and product teams.

You’ll build trust with clinicians and IT leaders, define triage processes, and own AI-assisted tooling roadmaps to improve diagnostics and revenue cycle workflows. This role is hybrid and based in multiple hubs.