СШАTechnical Support Engineering Manager
3 нед. назад
СШАLeadHybrid
debugginglog analysistechnical supportteam management
Manage and scale the Support Engineering team for AI dental products, handling technical customer issues and defining processes.
О компании
- 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
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 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
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!
- 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