Technical Support Engineering Manager
- Compensation
- Not disclosed
- Location
- Pakistan
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Software engineering
- Posted
Skills
Must have
- 2–3 years of people management experience in a technical support, support engineering, or field engineering function
- Comfortable 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
- You 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 th
- Experience deploying or evaluating AI tooling in a support or operational context (e.g., agentic triage, LLM-based debugging assistants) strongly preferred
- Experience supporting sensor-based hardware or similarly technical/regulated products is a plus
- Experience with Intercom is a plus
- You'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
- Strong cross-functional instincts. You know how to advocate for customers with Engineering and Product without slowing either team down
- Clear, direct communication style, both with customers and internally
Full description
Lead the Future of Dentistry.
Overjet 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.
Overjet 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.
Simply put, there’s no better place to accelerate your career. Come join us!
The Role
Overjet's Support Engineering team is the frontline technical layer for our diagnostic imaging and products: IRIS, Vision, and the Revenue Cycle Management. 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.
This 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.
Responsibilities
- Team Leadership & Development
- Lead, coach, and develop a team of 9+ Technical Support Engineers, setting a high bar for technical depth, responsiveness, and customer impact
- Mentor the team on technical troubleshooting (log analysis, configuration issues, sensor/integration debugging) and on communicating clearly with non-technical customers
- Build a culture of ownership and urgency, where escalations are driven to resolution quickly and thoughtfully
- Operational Performance & AI-Driven Tooling
- Own SLA performance for the team, delivering a better, faster experience for customers
- Own 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
- Design repeatable triage processes and playbooks tailored to different customer segments and products
- Continuously identify friction and waste in current workflows, and ship process and tooling improvements quickly
- Cross-Functional Collaboration
- Partner closely with Engineering to define how technical escalations are routed, tracked, and resolved