{"id":1153987,"url":"https://alion.io/job/overjet-technical-support-engineering-manager-3","title":"Technical Support Engineering Manager","company":{"id":19604,"name":"Overjet","domain":"overjet.com","url":"https://alion.io/company/overjet","size_band":"11-50","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Salt Lake City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":131000,"max_usd":262000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":563},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false},{"name":"LLM","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T17:33:35Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T09:11:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Lead the Future of Dentistry.\nOverjet 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.\nOverjet 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.\nSimply put, there’s no better place to accelerate your career. Come join us!\nThe Role\nOverjet'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.\nThis 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.\nResponsibilities\nTeam Leadership & Development\nLead, coach, and develop a team of 9 Technical Support Engineers, setting a high bar for technical depth, responsiveness, and customer impact\n\nMentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and on communicating clearly with non-technical customers\n\nBuild a culture of ownership and urgency, where escalations are driven to resolution quickly and thoughtfully\n\nOperational Performance & AI-Driven Tooling\nOwn SLA performance for the team, delivering a better, faster experience for customers\n\nOwn 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\n\nDesign repeatable triage processes and playbooks tailored to different customer segments and products\n\nContinuously identify friction and waste in current workflows, and ship process and tooling improvements quickly\n\nCross-Functional Collaboration\nPartner closely with Engineering to define how technical escalations are routed, tracked, and resolved\n\nRepresent the voice of the customer in engineering and product conversations, helping teams understand the support impact of technical decisions\n\nCollaborate with Customer Success and onboarding teams to ensure smooth handoffs and a consistent customer experience across the lifecycle\n\nPush for clarity and decisive tradeoffs when priorities compete across teams\n\nQualifications\n2-3 years of people management experience in a technical support, support engineering, or field engineering function\n\nComfortable 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\n\nYou 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\n\nExperience deploying or evaluating AI tooling in a support or ops context (e.g., agentic triage, LLM-based debugging assistants) strongly preferred\n\nExperience supporting sensor-based hardware or similarly technical/regulated products is a plus\n\nExperience with Intercom is a plus\n\nYou'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\n\nStrong cross-functional instincts. You know how to advocate for customers with Engineering and Product without slowing either team down\n\nClear, direct communication style, both with customers and internally\n\nWhy Overjet?\nCompetitive Compensation and Equity\n\nHybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location\n\n401k plans with a matching program\n\nMedical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered\n\nLife and AD+D Insurance\n\n8 weeks Paid Parental Leave\n\nOptional HSA with Employer contribution\n\nFlexible Time Off and company paid holidays\n\nAnnual Learning and Development Stipend\n\nOur Hybrid Workplace\nWe have a unique hybrid workplace at Overjet - which combines the teamwork of meeting in person, with the flexibility of working from anywhere.\nMany 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.\nOur People Team is happy to answer any questions about what hybrid work means for your specific role!\nOverjet's Values\nExcellence: Aim Higher\n\nVelocity: Quickly Deliver Results\n\nOwnership: Go the Extra Mile\n\nWin-win: Care Deeply\n\nCompany Recognition\nIncluded on Best Places to Work by BuiltIn lists in 2026: #3 overall in the US, #1 in NYC, #1 in San Francisco, and #2 in Boston\n\n#4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026\n\nNamed one of the TIME Best Inventions of 2024\n\nRecognized in Newsweek’s Most Loved Workplaces in America 2024\n\nWon the Dental Health category at the Digital Health Awards 2024 and 2024 Best Places to Work by Built In\n\nRecognized as one of the Top Startups of 2023 by LinkedIn\n\nIncluded on the definitive 2022 Forbes AI 50\n\nEEOC\nOverjet 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! \nIf you are a Colorado resident: Please contact us by emailing  to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.","description_format":"text","description_chars":6500,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Flexible time off","Hybrid work","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","Computer Vision","Medical Imaging","Medical AI"],"lifecycle":[{"event":"open","at":"2026-09-23T19:23:10Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:2","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/overjet-technical-support-engineering-manager-3","json_url":"https://alion.io/job/overjet-technical-support-engineering-manager-3.json","meta":{"generated_at":"2026-09-24T09:14:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}