Lead, AI-Driven Technical Support Engineering (Dental)

Openkrill; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Overjet is seeking a Support Engineering Manager to scale its frontline technical support for diagnostic imaging products. The role centers on leading a team of 9+ engineers, elevating technical troubleshooting, and driving rapid, high-quality customer resolutions.

You will own SLA performance, shape AI-assisted triage tooling, and work cross-functionally with Engineering and Customer Success to ensure a smooth end-to-end experience for clinicians and IT teams.

Qualifications

• 2–3 years of people management experience in a technical support or related function.
• Ability to read logs, reason through integration failures, and engage engineers credibly.
• Proven trust-building with clinicians, IT teams, and operations stakeholders.
• Experience deploying or evaluating AI tooling in support/ops contexts is a plus.

Responsibilities

• Lead, coach, and develop a team of 9+ Technical Support Engineers.
• Mentor on technical troubleshooting and customer communication.
• Own SLA performance and AI-assisted triage tooling roadmap.
• Design triage processes and playbooks for various customer segments.
• Collaborate with Engineering, Product, and Customer Success to ensure smooth escalations.

Skills

People management

Technical troubleshooting

Customer communication

AI tooling

Incident management

Tools

Intercom

Job description

Overjet is seeking a Support Engineering Manager to scale its frontline technical support for diagnostic imaging products. The role centers on leading a team of 9+ engineers, elevating technical troubleshooting, and driving rapid, high-quality customer resolutions.

You will own SLA performance, shape AI-assisted triage tooling, and work cross-functionally with Engineering and Customer Success to ensure a smooth end-to-end experience for clinicians and IT teams.