Overjet

Support Engineering Manager

Salt Lake City, UT · Director

Sponsorship not specifiedDetected 6 days ago

RESTLLMsCustomer SuccessCustomer SupportIntercomLeadershipCommunicationCollaboration

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.

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.

Experience with Intercom required
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
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

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

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.
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.
8 weeks Paid Parental Leave
Optional HSA with Employer contribution
Flexible Time Off and company paid holidays
Annual Learning and Development Stipend

improve oral health for all.
Overjet is where builders become leaders.
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

This listing is sourced directly from Overjet's careers page and normalized into a canonical job model.