Technical Support Engineering Manager

The role

You will lead and coach a team of 9+ Technical Support Engineers. You will manage day-to-day operations, handle technical escalations, and define triage processes and technical standards for diagnostic imaging and products.

What you will do

• Lead, coach, and develop a team of 9+ Technical Support Engineers
• Mentor the team on technical troubleshooting and customer communication
• Build a culture of ownership and urgency for escalations
• Own SLA performance for the team
• Own the roadmap for AI-assisted triage
• Design repeatable triage processes and playbooks
• Identify friction and waste in current workflows to ship improvements
• Partner with Engineering to define technical escalation routing
• Represent the voice of the customer in engineering and product conversations
• Collaborate with Customer Success and onboarding teams

Required qualifications

• 2–3 years of people management experience in a technical support, support engineering, or field engineering function
• Ability to read logs, reason through integration failures, and build credibility with engineers
• Ability to build trust with customer stakeholders including clinicians, practice ops leaders, and IT teams
• Experience leading a team through a high-stakes incident or major customer-impacting escalation
• Strong cross-functional instincts
• Clear, direct communication style

Nice to have

• Experience deploying or evaluating AI tooling in a support or operational context
• Experience supporting sensor-based hardware or similarly technical/regulated products
• Experience with Intercom

About the company

Overjet is the world-leader in dental AI. Thousands of dental providers and insurers rely on their platform to deliver care.