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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a technical support team, focusing on mentoring, process improvement, and effective communication with both technical and non-technical stakeholders. Proficient in AI tooling evaluation and deployment, ensuring high-quality customer support and operational efficiency.
Highest-signal resume keywords
People Management ExperienceTechnical TroubleshootingAI Tooling EvaluationIntercom ExperienceCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportProcess ImprovementTriage Process DesignIntegration Failure AnalysisSLA Performance Management
Soft Skills
Clear CommunicationTrust BuildingMentoringDecisive TradeoffsCustomer Advocacy
Tools & Technologies
IntercomAI-Assisted Triage Tools
Industry Keywords
Technical Support EngineeringSensor-Based HardwareCustomer ExperienceHigh-Stakes Incident ManagementRegulated Products
About the role
Key responsibilities & impact- Lead, coach, and develop a team of 9 Technical Support Engineers
- Mentor the team on technical troubleshooting and communicating with non-technical customers
- Build a culture of ownership and urgency to drive escalations to resolution
- Own SLA performance for the team
- Own the roadmap for AI-assisted triage, including tuning Intercom's Fin agent and evaluating or building internal debugging copilots
- Design repeatable triage processes and playbooks for different customer segments and products
- Identify workflow friction and ship process and tooling improvements
- Partner with Engineering to define technical escalation routing, tracking, and resolution
- Represent the customer voice in engineering and product discussions
- Collaborate with Customer Success and onboarding teams on smooth handoffs and consistent customer experience
- Provide clarity and decisive tradeoffs when priorities compete across teams
Requirements
What you’ll need- 2–3 years of people management experience in a technical support, support engineering, or field engineering function
- Comfortable reading logs, reasoning through integration failures, and building credibility with engineers
- Ability to build trust with customer stakeholders including clinicians, practice ops leaders, and IT teams
- Experience deploying or evaluating AI tooling in a support or ops context strongly preferred
- Experience supporting sensor-based hardware or similarly technical/regulated products is a plus
- Experience with Intercom is a plus
- Experience leading a team through a high-stakes incident or major customer-impacting escalation
- Strong cross-functional instincts and ability to advocate for customers with Engineering and Product
- Clear, direct communication style with customers and internally
Benefits
Comp & perks- Competitive Compensation and Equity
- Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - 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