AI-Powered Support Engineering Manager

Overjet; Salt Lake City (UT); Hybrid; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Hybrid workplace

401k with matching

Medical, Dental and Vision coverage

Paid Parental Leave

Learning and Development stipend

Zusammenfassung

Overjet is seeking a Support Engineering Manager to scale our frontline technical support across Vision, Iris, and RCM products. You will lead a 9-person team, mentor engineers in log analysis and debugging, and define playbooks and triage processes for fast, clear customer resolutions.

You will own SLA performance, shape the AI-assisted triage roadmap, and collaborate with Engineering, Product, Customer Success, and onboarding to ensure a seamless customer experience.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

People management

Technical troubleshooting

Customer communication

AI tooling

Sensor hardware understanding

Intercom

Incident management

Cross-functional collaboration

Clear communication

Tools

Intercom

Jobbeschreibung

Overjet is seeking a Support Engineering Manager to scale our frontline technical support across Vision, Iris, and RCM products. You will lead a 9-person team, mentor engineers in log analysis and debugging, and define playbooks and triage processes for fast, clear customer resolutions.

You will own SLA performance, shape the AI-assisted triage roadmap, and collaborate with Engineering, Product, Customer Success, and onboarding to ensure a seamless customer experience.