Technical Support Engineering Manager

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

Lead the Future of Dentistry.

Overjet is the world-leader in dental AI. Already, thousands of dental providers and insurers rely on our platform to deliver the best possible care. Now, we’re looking for talented people to fulfill our mission: improve oral health for all.

Overjet is where builders become leaders. Everyone here loves to make new things: new products, new partnerships, new content, and a new category of AI technology. And as Overjet grows ridiculously fast, so will you.

Simply put, there’s no better place to accelerate your career. Come join us!

The Role

Overjet's Support Engineering team is the frontline technical layer for our diagnostic imaging and products: IRIS https://www.overjet.com/iris, Vision https://www.overjet.com/solutions/vision-ai, and the Revenue Cycle Management https://www.overjet.com/solutions/rcm. Customers come to us with hard technical problems: sensor malfunctions, integration failures, log-level debugging, configuration issues. We're looking for a Support Engineering Manager to scale this function.

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 (downtime, data issues, billing) strengthen the relationship rather than erode it

- Experience deploying or evaluating AI tooling in a support or operational 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

Overjet's Values

• Excellence: Aim Higher
• Velocity: Quickly Deliver Results
• Ownership: Go the Extra Mile
• Win-win: Care Deeply

Company Recognition

• Included on Best Places to Work by BuiltIn lists in 2026 https://www.linkedin.com/posts/overjet_were-incredibly-proud-to-share-that-overjet-activity-7414346196640718848-cFGG?rcm=ACoAAChRVxsB6jrIO04hl4zDCmIVA0qDSepyiRA&utm_medium=member_desktop&utm_source=share: #3 overall in the US, #1 in NYC, #1 in San Francisco, and #2 in Boston
• #4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026 https://www.fastcompany.com/91497221/healthcare-most-innovative-companies-2026
• Named one of the TIME Best Inventions of 2024 https://www.overjet.com/blog/overjet-named-to-time-best-inventions-of-2024
• Recognized inNewsweek’sMost Loved Workplaces in America 2024 https://www.newsweek.com/top-20-most-loved-workplaces-america-2024-1960025
• Won the Dental Health category at theDigital Health Awards 2024 https://www.digitalhealthhub.org/awards/2024/2024-winnersand2024
• Recognized as one of theTop Startups of 2023 by LinkedIn https://www.overjet.com/blog/overjet-named-to-linkedin-s-2023-top-startups-list-in-united-states
• Included on the definitive2022 Forbes AI 50 https://www.prnewswire.com/news-releases/overjet-named-to-forbes-ai-50-list-of-most-promising-ai-companies-shaping-the-future-301544947.html

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!

If you are a Colorado resident: Please contact us by emailing [e-mail] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.