Overjet

Overjet

Technical Support Engineering Manager

Salt Lake City, UT · Director

Sponsorship not specifiedDetected 29 days ago
RESTLLMsCustomer SuccessCustomer SupportIntercomLeadershipCommunicationCollaboration

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Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Files H-1B transfers

3 transfer filings in the last year, covering 3 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

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About the role

  • Customers come to us with hard technical problems: sensor malfunctions, integration failures, log-level debugging, configuration issues.
  • 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
  • Build a culture of ownership and urgency, where escalations are driven to resolution quickly and thoughtfully
  • 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
  • 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
  • Lead the Future of Dentistry.
  • We're looking for a Technical Support Engineering Manager to scale this function.
  • 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.

Requirements

  • 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 operations context (e.g., agentic triage, LLM-based debugging assistants) strongly preferred
  • 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
  • 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

Nice to have

  • Experience supporting sensor-based hardware or similarly technical/regulated products is a plus
  • Experience with Intercom is a plus

Compensation

  • Competitive Compensation and Equity

Benefits

  • Overjet is the world-leader in dental AI.
  • Already, thousands of dental providers and insurers rely on our platform to deliver the best possible care.
  • improve oral health for all.

Company info

  • Now, we're looking for talented people to fulfill our mission: improve oral health for all.
  • Mentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and on communicating clearly with non-technical customers
  • Own SLA performance for the team, delivering a better, faster experience for customers
  • Now, we're looking for talented people to fulfill our mission:
  • Customers come to us with hard technical problems:
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This listing is sourced directly from Overjet's careers page and normalized into a canonical job model.