Technical Support Engineering Manager
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real content.
From posting: There's a paragraph about Overjet, then "The Role" description (maybe "About the role"). Then "Responsibilities" with bullet points. Then "Qualifications" with bullet points. Then "Why Overjet?" includes benefits etc. Also "Our Hybrid Workplace" maybe not needed. Also "Company Recognition" maybe not needed. Also "EEOC" boilerplate to remove.
We need to preserve all substantive info. So we need sections: About the role (the description after "The Role"), Responsibilities, Qualifications, Benefits (from Why Overjet? includes compensation, equity, hybrid workplace, 401k, medical, etc). Also maybe "Pay" not explicitly stated; they say Competitive Compensation and Equity but no numbers, so we should not create Pay section because it's vague? The rule: never create Pay/Schedule/Benefits sections unless posting actually states them. They state "Competitive Compensation and Equity" but not specific numbers; still it's mention of compensation. The rule says: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. "Competitive Compensation and Equity" is not a specific number but it's stating that there is competitive compensation. Is that considered filler? It's not a specific number but it's a statement. The rule says avoid filler like "commensurate with experience". "Competitive Compensation" is similar vague. Safer to not create Pay section. Benefits: they list many benefits: 401k matching, medical/dental/vision coverage percentages, life insurance, parental leave, HSA, flexible time off, learning stipend, hybrid workplace description. So we can create Benefits section with those details.
Schedule: they mention hybrid workplace: Tuesdays and Wednesdays in office, rest remote. That's schedule info. So we could create Schedule section with that detail. However rule: only create Schedule if posting actually states them. It does state hybrid workplace schedule. So we can include Schedule.
We also need to maybe include Skills? Not explicit separate list; qualifications cover skills. Could combine.
We must not repeat job title as heading. No Job ID.
We need to output only HTML fragment.
Structure: About the role
...
thenResponsibilities
- ...
Qualifications
- ...
Benefits
- ...
Schedule
...
We must preserve all substantive info. Let's extract. About the role: The paragraph after "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. 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 is a greenfield opportunity: you'll define the playbooks, triage processes, and technical standards for the function from the ground up, with a clear path to a director-level role as we continue to grow and launch new products." We'll put that in. Responsibilities: bullet list under "Responsibilities". Let's capture each bullet: - 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 We'll flatten into
- items. Could keep sub-bullets but just list each as separate
- . Ensure we keep all details. Qualifications: bullet list under "Qualifications". Let's capture: - 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 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 We'll list each as
- . Benefits: from "Why Overjet?" and following paragraphs. List: - 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 Also maybe "Company Recognition" but that's not a benefit; we can ignore. We'll put each as
- under Benefits.
Schedule: from "Our Hybrid Workplace": "We have a unique hybrid workplace at Overjet — which 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. The Jetters who live 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. Our People Team is happy to answer any questions about what hybrid work means for your specific role!"
We'll summarize: Hybrid work: employees in geo-hubs (San Mateo, NYC, Boston, Salt Lake City) work in-office Tuesdays and Wednesdays, remote other days; flexibility to work from anywhere.
We'll put in
. We must not include boilerplate like EEOC, etc. Now produce HTML. Be careful to escape any special characters like &, <, >. The text includes "AD+D". That's fine. Also "Intercom's". Use apostrophe fine. We'll output:
About 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. 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 is a greenfield opportunity: you'll define the playbooks, triage processes, and technical standards for the function from the ground up, with a clear path to a director-level role as we continue to grow and launch new products.
Responsibilities
- 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
- 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
- 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 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