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Support Engineering Manager

Overjet

Role overview

Qualifications

  • 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
  • Experience deploying or evaluating AI tooling in a support or ops context preferred
  • Experience with Intercom required

Responsibilities

  • Lead, coach, and develop a team of 9 Technical Support Engineers
  • Own SLA performance for the team, delivering a better, faster experience for customers
  • Partner closely with Engineering to define how technical escalations are routed, tracked, and resolved
  • Design repeatable triage processes and playbooks tailored to different customer segments and products

About the company

Overjet logo

Overjet

Digital Health & Health Tech

Overjet is pioneering the next era of dentistry. Modern DSOs and insurance companies are realizing the clinical and operational value of innovative technologies and moving towards smart operations that leverage artificial intelligence. Guided by a patient-centric AI, Overjet’s FDA-cleared platform offers more data points in x-rays than previously possible. It integrates with major practice management and imaging systems to guide clinicians to arrive at precise & accurate diagnostic decisions, better care and patient outcomes that drive dentistry forward. With data-driven diagnoses being the key to success, Overjet enables clinicians to achieve higher clinical accuracy, precision, and consistency. When dentists see objective confirmation of a diagnosis they made, they feel more confident, and patients know they can trust their doctors. Building on formative experiences with MIT and Harvard School of Dental Medicine, Overjet was founded on the vision to enhance clinical decision-making to improve oral health. Every day, some of the largest DSOs, dental groups, and insurance companies rely on accurate information provided by Overjet to deliver care and services.

Company details

Company typeScaleup
IndustryDigital Health & Health Tech
Company size51 - 200

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Job description

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 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.

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

Qualifications

  • 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

Why Overjet? 

  • 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

Our Hybrid Workplace

We 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 Values

  • Excellence: Aim Higher

  • Velocity: Quickly Deliver Results

  • Ownership: Go the Extra Mile

  • Win-win: Care Deeply

Company Recognition

EEOC

Overjet 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 recruiting@overjet.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.

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Marcus Rivera

Chief Revenue Officer

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