Support Engineer, Insurance at Overjet

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US - Remote

Overjet is on a mission to improve oral health for all.

Our cutting-edge artificial intelligence technology encodes dentist-level training and analysis into scalable software tools. Today, our flagship products are used by some of the country’s largest insurance companies, dental support organizations, and dental practices to enable the best patient care.

We’re building an ambitious team of data scientists, software engineers, clinicians, and business thinkers and doers.

Overjet is backed by an amazing consortium of Venture Capital including General Catalyst, Insight Partners, Crosslink Capital and the E14 Fund. The company has raised nearly $80 million in capital to accelerate talent acquisition and product development driven by strong demand for Overjet’s dental AI.

The Role

Overjet is looking for a proactive and dedicated Support Engineer for our Insurance Production Support team. Your role will focus on efficiently resolving client issues, including troubleshooting claim processing and insurance portal challenges. You'll be expected to perform in-depth Root Cause Analysis within client SLAs and offer impactful solutions for system enhancement. We prioritize a self-driven approach, encouraging proactive problem identification and resolution.

Responsibilities

Proactively monitor and preemptively address system issues.
Exhibit a self-motivated work ethic, taking initiative to prevent and resolve future problems.
Understand customer requirements and implement the best possible solution for each unique situation.
Exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
Troubleshoot and manage stuck claims for clients
Investigate, interpret, and resolve client questions and reported issues related to claims and insurance portal functionalities.
Conduct in-depth Root Cause Analysis for issues and initiate bug tickets.
Meet all client SLAs for response time, status updates, and RCA reporting.
Document run books for incident resolution.
Provide insights for system improvements, particularly in claim processing.
Apply technical skills in MongoDB, Postgresql, GCP, and Scripting for efficient problem-solving.

Qualifications

2+ years of experience in a customer-facing technical position is required (ideally for a SaaS company).
Excellent written and verbal communication skills with the ability to communicate technical concepts to technical and non-technical audiences.
Familiarity with reading code, databases, and operating in public cloud platforms (Java, Go, MongoDB, Postgresql, GCP, or similar technologies).
Ability to be "on-call" during non-working hours regularly.
Ability to evaluate, troubleshoot, and follow-up on customer issues.
Dependable, organized, careful, precise, and detail oriented.

Why Overjet?

Competitive Compensation and Equity
Fully Remote Working Policy for US Based Employees
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
Work from Home Stipend

Overjet's Values

Excellence: We set ambitious goals and strive for excellence.
Velocity: We focus, act with urgency, and deliver results.
Ownership: We take ownership, dive deep and solve problems.
Win-win: We play to win, setting ourselves and our customers up for success.
Growth: We stay curious, seek feedback, and continuously learn and grow.

Company Recognition

2023 — #29 on Linkedin's Top Startups 2023: The 50 U.S. companies on the rise
2023 — Fast Company World Changing Ideas for Overjet’s FDA-cleared dental AI
2023 — Fast Company World Most Innovative Companies
2023 — Fast Company Top 10 Healthcare Companies in the World
2022 AI-50 Forbes
2022 22 Start-ups to Watch in 2022 - Built in Boston
2021 AI 100 Ranking, showcasing the 100 most promising private artificial intelligence companies in the world - CB Insights
2021 Digital Health 150, highlighting the 150 most promising private digital health companies in the world - CB Insights
2020 & 2019 Digital Health 150 - CB Insights

EEOC

Overjet 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@overjet.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.

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