The RoleOverjet'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 - 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 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
Why Overjet? - 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
Overjet's Values- Excellence: Aim Higher
- Velocity: Quickly Deliver Results
- Ownership: Go the Extra Mile
- Win-win: Care Deeply
