Support Engineering Manager

The Role

Overjet's Support Engineering team is the frontline technical layer for our Vision, Iris, and RCM products, the 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'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 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 required

• 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