Support Engineering Manager

Overjet

Support Engineering Manager leading a team of Technical Support Engineers for Overjet's AI dental products. Focused on technical escalation management and customer impact improvement in a hybrid work environment.

Posted 7/16/2026full-timeSalt Lake City • Utah • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a technical support team, with a focus on mentoring, process improvement, and customer advocacy. Proficient in technical troubleshooting, AI tooling evaluation, and cross-functional collaboration to enhance customer experience.

Highest-signal resume keywords

People Management ExperienceTechnical TroubleshootingAI Tooling EvaluationIntercom ProficiencyCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisConfiguration IssuesSensor DebuggingIntegration DebuggingAI-Assisted TriageProcess ImprovementTechnical Support EngineeringSLA ManagementIncident ManagementCustomer Impact Analysis

Soft Skills

Clear CommunicationTrust BuildingMentoringUrgencyAdvocacy

Tools & Technologies

IntercomAI ToolingDebugging CopilotsCustomer Success ToolsSupport Engineering Tools

Industry Keywords

Technical SupportField EngineeringSensor-Based HardwareRegulated ProductsCustomer Experience

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 required
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

Benefits

Comp & perks

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