Hybrid Support Engineering Manager - Lead AI-Driven Support

OVERJET; Salt Lake City (UT); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid workplace

401k with matching

Medical, Dental & Vision

Job summary

Overjet, the world-leading dental AI company, seeks a Support Engineering Manager to scale the frontline for Vision, Iris, and RCM products. This hands-on, player-coach role involves mentoring engineers, tackling escalations, and defining playbooks from the ground up as we grow.

Based in a hybrid Salt Lake City area, you will partner with Engineering, Product, and Customer Success to deliver reliable support, drive AI‑driven tooling, and create a customer‑first culture that scales with demand.

Qualifications

• 2–3 years of people management experience in a technical support, support engineering, or field engineering function.
• Comfortable reading logs, reasoning through integration failures, and building credibility with engineers.
• Experience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants) preferred.
• Experience supporting sensor-based hardware or technically regulated products is a plus.
• Led a team through high-stakes incidents or major escalations and improved processes.

Responsibilities

• Lead, coach, and develop a team of 9 Technical Support Engineers with a high bar for technical depth and customer impact.
• Own SLA performance and AI-assisted triage tooling roadmap; evaluate/build internal debugging copilots and log where to source buy vs build decisions.
• Collaborate with Engineering to route, track, and resolve escalations and represent customer voice in product discussions.
• Define playbooks and triage processes for different customer segments and products; continuously improve workflows.

Skills

People management

Technical troubleshooting

Cross-functional collaboration

Clear communication

AI tooling experience

Tools

Intercom

Job description

Overjet, the world-leading dental AI company, seeks a Support Engineering Manager to scale the frontline for Vision, Iris, and RCM products. This hands-on, player-coach role involves mentoring engineers, tackling escalations, and defining playbooks from the ground up as we grow.

Based in a hybrid Salt Lake City area, you will partner with Engineering, Product, and Customer Success to deliver reliable support, drive AI‑driven tooling, and create a customer‑first culture that scales with demand.