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Technical Support Engineering Manager

OverjetSalt Lake City, UTSales & Marketing
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
23 Sept 2026
Status
Open · checked 7d ago

About this role

The Technical Support Engineering Manager oversees the frontline technical support operations for AI-powered dental platforms at Overjet, operating out of Salt Lake City, Utah, with remote flexibility. This hands-on leadership role suits an experienced technical manager who enjoys coaching teams, tackling complex system escalations, and establishing foundational support playbooks.

Role Overview

Overjet is seeking a Technical Support Engineering Manager to scale its support engineering division. Serving as a player-coach, the individual in this position will balance day-to-day team management with active participation in deep technical troubleshooting, log analysis, and incident resolution. This greenfield opportunity allows the right candidate to define processes, triage workflows, and technical standards from the ground up, offering a clear growth path toward a director-level position as the company expands.

Key Responsibilities

Lead, mentor, and develop a team of nine Technical Support Engineers, establishing high standards for technical depth, speed, and customer satisfaction.
Own service level agreement (LSA) performance to deliver faster and more efficient customer experiences.
Design repeatable triage playbooks and processes tailored to distinct customer segments and product lines.
Oversee the roadmap for AI-assisted triage, evaluating internal debugging assistants and tuning tools like Intercom's Fin agent.
Partner directly with engineering, product, customer success, and onboarding teams to route technical escalations and represent the voice of the customer.

Requirements

Possess two to three years of people management experience within a field engineering, technical support, or support engineering environment.
Maintain high technical aptitude, demonstrating comfort reading logs, investigating integration failures, and building credibility with engineers.
Demonstrate a proven ability to build trust with diverse customer stakeholders, including clinicians, practice operations leaders, and IT teams.
Exhibit strong cross-functional instincts to advocate for customers effectively without disrupting engineering and product velocity.
Communicate clearly and directly with both internal teams and external customers.

Nice to Have

Experience deploying or evaluating artificial intelligence tooling within support or operations contexts, such as LLM-based debugging assistants or agentic triage.
Background in supporting sensor-based hardware or similarly regulated and technical products.
Familiarity using Intercom.
Prior leadership experience guiding a team through high-stakes incidents or major customer-impacting escalations.

Skills and Tools

LLM
Log Analysis
Integration Troubleshooting
Intercom
AI-Driven Triage Tooling

Salary and Benefits

Competitive compensation package including equity options.
Hybrid workplace model offering vibrant in-person workspaces alongside remote flexibility.
401(k) retirement plan featuring an employer match program.
Comprehensive medical, dental, and vision insurance coverage with 99 percent of employee premiums and 75 percent of dependent premiums covered.
Life and accidental death and dismemberment insurance.
Eight weeks of paid parental leave.
Optional health savings account with an employer contribution.
Flexible time off and company-paid holidays.
Annual learning and development stipend.

About the Company

Overjet is a recognized world leader in dental artificial intelligence, creating platforms utilized by thousands of dental providers and insurers to enhance patient care and revenue cycle operations. The organization fosters a collaborative environment centered on core values of excellence, velocity, ownership, and win-win outcomes. Recognized across numerous industry lists for innovation and workplace culture, Overjet provides a fast-paced setting designed to accelerate professional growth.

How to Apply

Interested candidates should visit the official Overjet careers page to submit an application for this position.

Skills and tech stack

LLM

Questions candidates ask

What is the primary location for the Technical Support Engineering Manager role?

The role is based out of Salt Lake City, Utah, with a hybrid remote workplace model that allows for working from home.

How many direct reports will this manager oversee?

The Technical Support Engineering Manager will lead and develop a team of nine Technical Support Engineers.

What level of management experience is required?

Candidates must have two to three years of people management experience in a technical support, support engineering, or field engineering function.

Are AI and LLM skills necessary for this job?

Experience deploying or evaluating AI tooling in a support or operations context, such as LLM-based debugging assistants or agentic triage, is strongly preferred.

What health and insurance benefits are provided?

Overjet offers medical, dental, and vision coverage with 99% of employee premiums and 75% of dependent premiums covered, plus life and AD&D insurance and an optional HSA with an employer contribution.

Ready to apply?

The application is on the official Overjet careers page.

Apply on company site