Customer Support Engineer at Overjet

📍 Job Overview

Job Title: Customer Support Engineer
Company: Overjet
Location: Lahore, Punjab, Pakistan
Job Type: Hybrid (2 office days per week)
Category: Customer Support & Technical Support
Date Posted: 2025-07-30
Experience Level: Mid-level (2-5 years of experience)

🚀 Role Summary

Overjet, the world-leader in dental AI, is seeking a Customer Support Engineer to serve as the primary support engineer for the Overjet IRIS Image Capture platform. This role involves providing exceptional customer support, troubleshooting software defects, and collaborating cross-functionally with various teams to streamline support processes. The ideal candidate will have a strong technical background, excellent interpersonal skills, and a passion for customer support.

💻 Primary Responsibilities

Customer Support: Provide support to live customers via email, phone, and meetings, ensuring customer satisfaction and retention.
Troubleshooting: Utilize a combination of cloud-based and open-source tools and frameworks to solve complex data problems and resolve software defects and performance issues.
Code Quality: Write efficient and scalable code, ensuring adherence to best practices and maintaining high code quality standards.
Cross-Functional Collaboration: Work closely with product, engineering, clinical, and customer success teams to streamline support processes and improve the overall customer experience.
On-Call Responsibilities: Be available for on-call rotations to provide support outside of regular business hours as needed and planned for by the team.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science or a related field is required. A master's degree in a relevant field is a plus.

Experience: Candidates should have 2-5 years of software engineering experience and 3+ years of SaaS experience. Experience with customer support and familiarity with dental practice management systems and imaging systems is a plus.

Required Skills:

Excellent academic background in Computer Science or a related field
Proven experience in software engineering and SaaS environments
Strong troubleshooting and problem-solving skills
Excellent customer-facing communication skills in English
Ability to thrive in a fast-paced, technical, and mission-focused environment
Proficiency in cloud-based and open-source tools and frameworks

Preferred Skills:

Experience with dental practice management systems and imaging systems
Familiarity with Agile methodologies and customer support best practices
Knowledge of dental AI and dental practice workflows

📊 Web Portfolio & Project Requirements

As this role focuses on customer support and troubleshooting, a portfolio is not required. However, candidates should be prepared to discuss their problem-solving approach, customer support experiences, and relevant technical projects during the interview process.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. Based on market research for mid-level software engineering roles in Lahore, Pakistan, with a focus on customer support and SaaS experience, the estimated salary range is PKR 1,200,000 - 1,800,000 per annum.

Benefits:

Competitive compensation and equity
Hybrid workplace with flexible work arrangements
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 of paid parental leave
Optional HSA with employer contribution
Flexible time off and company-paid holidays
Annual learning and development stipend
Work from home stipend

🎯 Team & Company Context

Company Culture: Overjet fosters a culture of excellence, velocity, ownership, win-win, and growth. Employees are encouraged to set ambitious goals, act with urgency, take ownership, and continuously learn and grow.

Team Structure: The Practice Operations team is a cross-functional technical team blending backend, frontend, data engineering, machine learning, data science, and product. They work closely with sales, product, clinical, and customer success teams to rapidly iterate the platform and delight clinicians and patients.

Development Methodology: Overjet follows Agile methodologies, focusing on iterative development, continuous improvement, and customer-centric design.

Company Website: Overjet

📝 Enhancement Note: Overjet's team structure and development methodology are inferred based on the role's description and industry-standard practices for AI-driven dental technology companies.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position, focusing on customer support and technical troubleshooting within the dental AI SaaS industry. It offers opportunities for growth in technical leadership, customer support management, or transitioning into more specialized technical roles within the company.

Reporting Structure: The Customer Support Engineer will report directly to the Manager of Customer Support and work closely with various teams, including product, engineering, clinical, and customer success.

Technical Impact: This role has a direct impact on customer satisfaction, platform stability, and the overall success of the Overjet IRIS Image Capture platform. By ensuring high customer satisfaction and resolving technical issues promptly, the Customer Support Engineer contributes to the platform's adoption and growth.

Growth Opportunities:

Technical Leadership: Demonstrate exceptional technical skills and problem-solving abilities to transition into a technical leadership role, mentoring junior team members and driving technical decision-making.
Customer Support Management: Show strong leadership skills and a deep understanding of customer support processes to advance into a management role, overseeing the customer support team and driving strategic improvements.
Specialized Technical Roles: Leverage the gained experience and expertise in dental AI and SaaS environments to transition into more specialized technical roles, such as data engineering, machine learning, or product management.

📝 Enhancement Note: Growth opportunities are inferred based on the role's requirements, industry standards, and Overjet's team structure. Actual growth paths may vary and are subject to the company's internal policies and career progression plans.

🌐 Work Environment

Office Type: Overjet has a unique hybrid workplace, with employees coming to the office on Tuesdays and Wednesdays and working from home the rest of the week. This arrangement combines the teamwork of meeting in person with the flexibility of working from anywhere.

Office Location(s): Overjet has offices in San Mateo, California; New York City, New York; Boston, Massachusetts; Salt Lake City, Utah; and Lahore, Pakistan. The Lahore office is where this role is based.

Workspace Context:

Collaborative Environment: Overjet's hybrid workplace encourages cross-functional collaboration and knowledge sharing between team members, fostering a culture of continuous learning and growth.
Development Tools: Employees have access to multiple monitors, testing devices, and development tools to ensure optimal productivity and performance.
Work-Life Balance: Overjet's flexible work arrangements and hybrid workplace contribute to a healthy work-life balance for its employees.

Work Schedule: The work schedule for this role is not explicitly stated. However, given the hybrid work arrangement, employees can expect to work standard business hours with some flexibility for on-call rotations and maintenance windows.

📝 Enhancement Note: Work environment and schedule details are inferred based on Overjet's hybrid workplace policy and industry-standard practices for AI-driven dental technology companies.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on troubleshooting and problem-solving skills, as well as an understanding of dental AI and SaaS environments.
Final Interview: A final interview with the hiring manager and other team members to discuss the candidate's fit for the role, career goals, and any remaining questions.

Portfolio Review Tips: As this role focuses on customer support and troubleshooting, a portfolio is not required. However, candidates should be prepared to discuss their problem-solving approach, customer support experiences, and relevant technical projects during the interview process.

Technical Challenge Preparation:

Brush up on troubleshooting skills and familiarize yourself with common dental AI and SaaS-related issues.
Review Overjet's platform and understand its features, benefits, and user workflows.
Prepare examples of your problem-solving approach, customer support experiences, and any relevant technical projects that demonstrate your skills and abilities.

ATS Keywords: Customer Support, Software Engineering, SaaS, Troubleshooting, Problem-Solving, Dental AI, Dental Practice Management, Imaging Systems, Cloud Tools, Open Source Tools, Code Quality, Performance Issues, Agile Methodologies, Customer Support Best Practices

📝 Enhancement Note: ATS keywords are strategically placed throughout the document to optimize the job description for web crawlers and Applicant Tracking Systems (ATS). The provided list of ATS keywords is not exhaustive and may vary based on the specific ATS being used.

🛠 Technology Stack & Web Infrastructure

As this role focuses on customer support and troubleshooting, there is no specific technology stack or web infrastructure requirements. However, familiarity with cloud-based and open-source tools and frameworks is essential. Additionally, experience with dental practice management systems and imaging systems is a plus.

👥 Team Culture & Values

Web Development Values:

Excellence: Overjet sets ambitious goals and strives for excellence in all aspects of its work, including customer support and technical troubleshooting.
Velocity: The team acts with urgency, focusing on delivering results and continuously improving the customer experience.
Ownership: Team members take ownership of their responsibilities and dive deep to solve problems and drive innovation.
Win-win: Overjet plays to win, setting itself and its customers up for success through exceptional customer support and technical expertise.
Growth: The company encourages continuous learning and growth, both personally and professionally.

Collaboration Style:

Cross-Functional Integration: Overjet fosters a culture of collaboration, with teams working closely together to deliver the best possible customer experience.
Code Review Culture: The company emphasizes code quality and peer programming practices to ensure high standards and knowledge sharing.
Knowledge Sharing: Overjet encourages continuous learning and growth through knowledge sharing, technical mentoring, and community involvement.

📝 Enhancement Note: Web development values and collaboration style are inferred based on Overjet's company culture, industry standards, and the role's requirements. Actual values and collaboration practices may vary and are subject to the company's internal policies and team dynamics.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Challenges: Address customer inquiries and technical issues promptly and professionally, ensuring high customer satisfaction and retention.
Troubleshooting Challenges: Diagnose and resolve software defects and performance issues, working cross-functionally with various teams to streamline support processes.
Emerging Technology Challenges: Stay up-to-date with the latest dental AI and SaaS trends, and adapt your skills and knowledge to meet the evolving needs of the industry.

Learning & Development Opportunities:

Technical Skill Development: Continuously improve your technical skills and knowledge in dental AI, SaaS environments, and customer support best practices.
Conference Attendance: Attend industry conferences, webinars, and workshops to network with peers, learn from experts, and stay informed about the latest trends and best practices.
Certification & Community Involvement: Pursue relevant certifications and engage with online communities to expand your professional network and enhance your skills.

📝 Enhancement Note: Technical challenges and learning opportunities are inferred based on the role's requirements, industry standards, and Overjet's team structure. Actual challenges and growth paths may vary and are subject to the company's internal policies and career progression plans.

💡 Interview Preparation

Technical Questions:

Troubleshooting & Problem-Solving: Prepare for questions that assess your ability to diagnose and resolve software defects and performance issues, as well as your problem-solving approach and customer support experiences.
Dental AI & SaaS: Brush up on your knowledge of dental AI and SaaS environments, and be prepared to discuss the unique challenges and opportunities in this industry.
Customer Support: Familiarize yourself with customer support best practices and be ready to discuss your approach to handling customer inquiries and resolving technical issues.

Company & Culture Questions:

Company Values: Research Overjet's values and be prepared to discuss how you align with the company's commitment to excellence, velocity, ownership, win-win, and growth.
Team Dynamics: Understand Overjet's team structure and be ready to discuss how you would collaborate with various teams, including product, engineering, clinical, and customer success.
Customer Experience: Demonstrate your understanding of Overjet's platform and its user workflows, and be prepared to discuss how you would contribute to improving the overall customer experience.

Portfolio Presentation Strategy:

Problem-Solving Approach: Highlight your problem-solving approach, customer support experiences, and relevant technical projects that demonstrate your skills and abilities.
Customer Support Examples: Prepare examples of your customer support experiences, focusing on successful resolutions, customer feedback, and any challenges you overcame.
Technical Skills Demonstration: Showcase your technical skills and knowledge, emphasizing your proficiency in cloud-based and open-source tools and frameworks, as well as any relevant experience with dental practice management systems and imaging systems.

📝 Enhancement Note: Interview preparation tips are tailored to the specific role, industry standards, and Overjet's company culture. Actual interview questions and preparation strategies may vary and are subject to the company's internal policies and interview processes.

📌 Application Steps

To apply for this Customer Support Engineer position at Overjet, follow these steps:

Customize Your Application: Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role. Emphasize your problem-solving approach, customer support experiences, and any relevant technical projects.
Optimize Your Resume: Use relevant keywords from the job description to optimize your resume for Applicant Tracking Systems (ATS) and improve your chances of being shortlisted.
Prepare for Technical Assessment: Brush up on your troubleshooting skills, review Overjet's platform, and prepare for a hands-on technical assessment focusing on customer support and technical troubleshooting.
Research the Company: Familiarize yourself with Overjet's mission, values, and company culture. Be prepared to discuss how you align with the company's commitment to excellence, velocity, ownership, win-win, and growth.
Practice Interview Questions: Prepare for common customer support, technical troubleshooting, and company culture interview questions. Use the provided interview preparation tips to refine your responses and demonstrate your skills and abilities.

📝 Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Engineer