Technical Support Engineering Manager

Overjet
Salt Lake City
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Technical troubleshooting","Leadership","Communication","Cross-functional collaboration","Ownership"]

Lead a hands-on Support Engineering team supporting technical escalations for dental AI products used by practices and insurers. You’ll manage and coach 9 engineers, own SLA performance, and build repeatable triage playbooks for issues like sensor malfunctions, integration failures, and configuration/debugging. Partner with Engineering and Customer Success while advancing AI-assisted triage roadmap using Intercom’s Fin agent and other debugging copilots.

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FursaFursa
Overjet
Overjet
1 month ago

Technical Support Engineering Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead a hands-on Support Engineering team supporting technical escalations for dental AI products used by practices and insurers. You’ll manage and coach 9 engineers, own SLA performance, and build repeatable triage playbooks for issues like sensor malfunctions, integration failures, and configuration/debugging. Partner with Engineering and Customer Success while advancing AI-assisted triage roadmap using Intercom’s Fin agent and other debugging copilots.
Location: Salt Lake City
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of 9 Technical Support Engineers to drive technical depth, responsiveness, and customer impact.
  • •Own SLA performance and deliver a faster, better customer experience.
  • •Own the roadmap for AI-assisted triage, including tuning Intercom’s Fin agent and evaluating or building debugging copilots.
  • •Design repeatable triage processes and playbooks tailored to different customer segments and products.
  • •Partner with Engineering, Customer Success, and onboarding to route, track, and resolve escalations while representing the customer voice.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionLife InsurancePaid LeaveLearning Budget

Key Requirements

  • •2–3 years of people management experience in a technical support, support engineering, or field engineering function.
  • •Comfort reading logs and reasoning through integration failures, with credibility with engineers.
  • •Experience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants).
  • •Experience supporting sensor-based hardware or similarly technical/regulated products is a plus.
  • •Experience with Intercom required.
Experience:Dental AIAI toolingCustomer supportSupport engineeringField engineering
Skills:Technical troubleshootingLeadershipCommunicationCross-functional collaborationOwnership
Tech Stack:IntercomFin agentLLM-based debugging assistantsAgentic triage

Company Brief

Overjet
Overjet builds FDA-cleared AI for dental imaging that helps dentists, payers, and dental organizations detect pathologies, standardize diagnoses, automate claims review, and improve patient care using clinically validated radiographic AI.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series C
Headquarters: Boston, United States
Founded: 2018
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