Customer Support Engineer, Lumafield

• Bachelor’s degree in Engineering, Computer Science, or equivalent experience
• 3+ years experience working in a technical customer-facing support role OR 3+ years of experience as a manufacturing, mechanical, industrial, or networking engineer
• Demonstrated troubleshooting skills across software and/or hardware systems in complex technical environments
• Experience reviewing log data
• Customer-centric mindset paired with excellent verbal and written communication skills
• Ability to manage multiple concurrent priorities and communication across cross-functional teams

Desirable

• Lumafield is deploying products into manufacturing facilities, quality lines, and engineering environments globally, and is thus building out a customer support team to act as the knowledgeable and professional front line contacts for customers seeking real time help and training
• Customer Support Engineers will possess in-depth knowledge of Lumafield’s hardware and software products, work with all other customer facing teams as needed to communicate and coordinate on customer issues, and work closely with engineering to resolve issues and document learnings. You will manage your work in a customer support platform, contribute to standard metrics for the team, as well as help improve our Knowledge Base of self-serve material
• Serve as a frontline technical expert by responding to and resolving customer support issues through multiple channels (email/ tickets, calls etc.), consistently meeting or exceeding SLAs while delivering an exceptional customer experience
• Develop expertise in Lumafield’s hardware and software systems, with an emphasis on software, mastering troubleshooting and working with internal technical experts to solve customer problems
• Collaborate with engineering, product, and R&D teams to investigate, reproduce, and document software bugs, hardware malfunctions, and edge cases
• Drive continuous improvement by analyzing support metrics, ticket patterns, and customer feedback, and contributing to customer facing Support Center
• Participate in on-call rotations to provide critical support for production customers, in accordance with service level agreements
• Be part of building and improving customer support workflows, triage processes, and escalation pathways to set up the team to scale