Support Engineering Manager - AI-Driven Troubleshooting Lead

OVERJET; San Mateo (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Hybrid workplace

401k matching

Medical/Dental/Vision

Life Insurance

Paid Parental Leave

HSA option

Flexible Time Off

Learning stipend

Job summary

Overjet is seeking a Support Engineering Manager to scale the frontline for our Vision, Iris, and RCM products. This hands-on leadership role combines coaching with direct escalation involvement to drive efficient, high-quality support.

You will define playbooks, triage processes, and technical standards while growing toward a director-level path as our product suite expands and evolves.

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.
• Experience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants) preferred.

Responsibilities

• Lead, coach, and develop a team of 9 Technical Support Engineers, setting a high bar for technical depth and customer impact.
• Own SLA performance and drive faster resolutions for customers.
• Define and implement AI-assisted triage tooling and scalable triage playbooks.
• Collaborate with Engineering, Product, and Customer Success to ensure smooth escalations and consistent customer experiences.

Skills

People management

Technical support

Log analysis

AI tooling exposure

Cross-functional collaboration

Clear communication

Customer escalation

Tools

Intercom

Job description

Overjet is seeking a Support Engineering Manager to scale the frontline for our Vision, Iris, and RCM products. This hands-on leadership role combines coaching with direct escalation involvement to drive efficient, high-quality support.

You will define playbooks, triage processes, and technical standards while growing toward a director-level path as our product suite expands and evolves.