Technical Support Engineering Manager

Lead the Future of DentistryOverjet 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 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.ResponsibilitiesTeam Leadership & Development Lead, coach, and develop a team of 9 Technical Support Engineers, setting a high bar for technical depth, responsiveness, and customer impactMentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and on communicating clearly with non-technical customersBuild a culture of ownership and urgency, where escalations are driven to resolution quickly and thoughtfullyOperational Performance & AI-Driven Tooling Own SLA performance for the team, delivering a better, faster experience for customersOwn 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 maturesDesign repeatable triage processes and playbooks tailored to different customer segments and productsContinuously identify friction and waste in current workflows, and ship process and tooling improvements quicklyCross-Functional Collaboration Partner closely with Engineering to define how technical escalations are routed, tracked, and resolvedRepresent the voice of the customer in engineering and product conversations, helping teams understand the support impact of technical decisionsCollaborate with Customer Success and onboarding teams to ensure smooth handoffs and a consistent customer experience across the lifecyclePush for clarity and decisive tradeoffs when priorities compete across teamsQualifications2–3 years of people management experience in a technical support, support engineering, or field engineering functionComfortable being the most technical person in the room when needed — reading logs, reasoning through integration failures, and building credibility with engineers, not just relaying ticketsYou 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 itExperience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants) strongly preferredExperience supporting sensor-based hardware or similarly technical/regulated products is a plusExperience with Intercom is a plusYou'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 ticketStrong cross-functional instincts. You know how to advocate for customers with Engineering and Product without slowing either team downClear, direct communication style, both with customers and internallyWhy Overjet?Competitive Compensation and EquityHybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location401k plans with a matching programMedical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium coveredLife and AD+D Insurance8 weeks Paid Parental LeaveOptional HSA with Employer contributionFlexible Time Off and company paid holidaysAnnual Learning and Development StipendOur Hybrid WorkplaceWe 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!Overjet's ValuesExcellence: Aim HigherVelocity: Quickly Deliver ResultsOwnership: Go the Extra MileWin-win: Care DeeplyCompany RecognitionIncluded on Best Places to Work by BuiltIn lists in 2026: #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 2026Named one of the TIME Best Inventions of 2024Recognized in Newsweek 's Most Loved Workplaces in America 2024Won the Dental Health category at the Digital Health Awards 2024 and 2024 Best Places to Work by Built InRecognized as one of the Top Startups of 2023 by LinkedInIncluded on the definitive 2022 Forbes AI 50EEOCOverjet 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 View email address on click.appcast.io to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.