Technical Support Engineering Manager

OVERJET; Salt Lake City (UT); On-site; 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

Lead the Future of Dentistry.

Overjet is the world‑leader in dental AI. Thousands of dental providers and insurers rely on our platform to deliver the best possible care. We’re looking for talented people to improve oral health for all.

Join us and be part of a fast‑growing company where builders become leaders. Create new products, partnerships, content, and an AI technology category that changes the industry.

The Role

Overjet’s Support Engineering team is the frontline technical layer for our Vision, Iris, and RCM products—AI and workflow platforms that power diagnostics and revenue cycle operations for dental practices. Customers come to us with hard technical problems: sensor malfunctions, integration failures, log‑level debugging, configuration issues. We need a Support Engineering Manager to scale this function.

This is a hands‑on, player‑coach role. You’ll manage the team day‑to‑day while staying close enough to the work to jump into escalations, dig into logs, and coach through real problems, not just from a dashboard. This greenfield opportunity lets you define playbooks, triage processes, and technical standards from the ground up, with a clear path to a director‑level role as we continue to grow and launch new products.

Responsibilities

• Team Leadership & Development
  • 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
• Operational Performance & AI‑Driven Tooling
  • 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
• Cross‑Functional Collaboration
  • 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

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 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 came 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

Benefits

• Competitive Compensation and Equity
• Hybrid workplace that provides flexibility, vibrant in‑person workspaces, and the ability to build strong connections across all of Overjet—regardless of location
• 401k plans with a matching program
• Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
• Life and AD+D Insurance
• 8 weeks Paid Parental Leave
• Optional HSA with Employer contribution
• Flexible Time Off and company paid holidays
• Annual Learning and Development Stipend

Hybrid Workplace

Our hybrid workplace combines the teamwork of meeting in person with the flexibility of working from anywhere. Many of our positions are based in San Mateo, New York City, Boston, and Salt Lake City. Employees in these “geo‑hubs” come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week.

Why Overjet?

We offer competitive pay, benefits, and a culture that rewards results, ownership, and innovation. Join a company recognized for its innovation and workplace culture while building products that positively impact patient care.

EEOC

Overjet is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don’t meet 100% of the qualifications for this job, we strongly encourage you to apply!