Technical Support Engineering Manager

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Lead, coach, and develop a team of 9 Technical Support Engineers.

• Mentor the team in technical troubleshooting and effective communication with non-technical customers.

• Foster a culture of ownership and urgency to ensure timely resolution of escalations.

• Take responsibility for the team's SLA performance.

• Manage the roadmap for AI-assisted triage, which includes tuning Intercom's Fin agent and assessing or developing internal debugging copilots.

• Create repeatable triage processes and playbooks tailored for different customer segments and products.

• Identify workflow bottlenecks and implement process and tooling enhancements.

• Collaborate with Engineering to establish technical escalation routing, tracking, and resolution protocols.

• Act as the customer advocate in engineering and product discussions.

• Work with Customer Success and onboarding teams to ensure seamless handoffs and a consistent customer experience.

• Provide clear guidance and make decisive trade-offs when priorities conflict across teams.

⛳️ Requirements

• 2–3 years of experience in people management within a technical support, support engineering, or field engineering role.

• Proficient in reading logs, analyzing integration failures, and building rapport with engineers.

• Ability to establish trust with customer stakeholders, including clinicians, practice operations leaders, and IT teams.

• Experience with deploying or assessing AI tools in a support or operations context is highly preferred.

• Background in supporting sensor-based hardware or similarly technical/regulated products is advantageous.

• Familiarity with Intercom is a plus.

• Proven experience leading a team through high-stakes incidents or significant customer-impacting escalations.

• Strong cross-functional instincts and capability to advocate for customers with Engineering and Product teams.

• Clear and direct communication style with both customers and internal teams.

🏝️ Benefits

• Competitive Compensation and Equity.

• Hybrid workplace offering flexibility, vibrant in-person workspaces, and the opportunity to build strong connections across all of Overjet, regardless of location.

• 401k plans with a matching program.

• Comprehensive Medical, Dental, and Vision coverage: 99% of employee premiums covered, 75% of dependent premiums covered.

• Life and AD+D Insurance.

• 8 weeks of Paid Parental Leave.

• Optional HSA with Employer contributions.

• Flexible Time Off and company-paid holidays.

• Annual Learning and Development Stipend.