Technical Support Engineering Manager

Salt Lake City, UT, Remote. Posted a month ago

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 workflows to ship improvements
Partner with Engineering to define escalation routing and tracking
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 and reason through integration failures
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 operations context
Experience supporting sensor-based hardware or similarly technical/regulated products
Experience with Intercom

Benefits

Competitive Compensation and Equity
Hybrid workplace with flexibility
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

About the company

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