Support Engineering Manager

1 мес. назад

USALeadRemote

technical supportlog-level debuggingescalation managementtriage processes

Manage and scale the Support Engineering team handling technical issues for dental AI products.

Обязанности

'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.
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.
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
Represent the voice of the customer in engineering and product conversations, helping teams understand the support impact of technical decisions
Collaborate with Customer Success and onboarding teams to ensure smooth handoffs and a consistent customer experience across the lifecycle
Push for clarity and decisive tradeoffs when priorities compete across teams

Требования

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 than erode it
Experience deploying or evaluating AI tooling in a support or ops 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 required
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

Другое

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.
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 grows ridiculously fast, so will you.
Simply put, there’s no better place to accelerate your career. Come join us!
Competitive Compensation and Equity
Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of - regardless of location
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
We have a unique hybrid workplace at — which combines the teamwork of meeting in person, with the flexibility of working from anywhere.
Many 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.
Our People Team is happy to answer any questions about what hybrid work means for your specific role!
Excellence: Aim Higher
Velocity: Quickly Deliver Results
Ownership: Go the Extra Mile
Win-win: Care Deeply
Included 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
#4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026
Named one of the TIME Best Inventions of 2024
Recognized in Newsweek ’s Most Loved Workplaces in America 2024
Won the Dental Health category at the Digital Health Awards 2024 and 2024 Best Places to Work by Built In
Recognized as one of the Top Startups of 2023 by LinkedIn
Included on the definitive 2022 Forbes AI 50
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!
If you are a Colorado resident: Please contact us by emailing recruiting@.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.