Technical Support Engineering Manager

About the role

Lead the Future of Dentistry.

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. 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 Role

Overjet's Support Engineering team is the frontline technical layer for our diagnostic imaging and products: IRIS https://www.overjet.com/iris, Vision https://www.overjet.com/solutions/vision-ai, and the Revenue Cycle Management https://www.overjet.com/solutions/rcm. 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.

Responsibilities

-  Team Leadership & Development - 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

- Operational Performance & AI-Driven Tooling - 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

- Cross-Functional Collaboration - 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