[Remote] Technical Support Engineering Manager

Note: The job is a remote job and is open to candidates in USA. Overjet is a dental AI company whose platforms support diagnostics and revenue cycle operations for dental practices. The Technical Support Engineering Manager will lead a team of Technical Support Engineers, handle technical escalations, and establish support processes, playbooks, standards, and AI-assisted tooling from the ground up.

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

Skills

• 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
• 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
• 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

Benefits

• 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

Company Overview

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