Technical Support Engineer, LucidLink
Cloud-based video editing
Open for applications
Cloud-based video editing
101-200 employees
Open for applications
101-200 employees
Company mission
To make data universally, securely, and seamlessly accessible to everyone, everywhere.
Role
Who you are
- At least 2 years of experience as a Technical Support or a similar position
- Great communication skills, fluent in English both written and spoken
- Experience in supporting products in desktop application environments (macOS, Windows, Linux)
- Experience in reproducing clients’ issues, and leading debug sessions in live calls with customers
- Effectively collecting debug information to ease problem-solving (logs, memory dumps etc)
- Knowing TCP/IP
- Experience in writing internal and public-facing documentation articles
Desirable
- Knowledge in cloud environments (e.g. AWS), networking, and storage
- Experience in setting up a multi-host environment (e.g. virtualization) to reproduce complex setups
- Ability to read and comprehend source code
- Ability to use scripting languages to automate and speed up tasks
What the job involves
- Joining LucidLink as a Technical Support Engineer you will be responsible for ensuring that all in-bound support requests are promptly answered, triaged, and internally escalated as required
- You will be the primary point of contact for our customers through various channels - email, chat, and outgoing video calls
- You will be troubleshooting customer issues related to our cloud networking product and answering technical inquiries about the product
- Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support
- Working time for the role: 11 am - 8 pm local time, with 1 hour lunch break
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Collaborating with team members and customers during US business hours
- Responding promptly to customer inquiries
- Resolving cases, tracking the progress, and providing required follow-up
- Expanding our Knowledge Base
- Working with other teams to ensure a consistent and high-quality level of support
- Knowing our product inside out and being able to answer customer questions in a wide variety of areas
- Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams
Application process
- Deadline to Apply: February 19, 2025 at 10:00 PM GMT
Our take
Remote working has become a pretty standard part of the fabric of modern-day work life. But how do you navigate remote working in professions - such as video editing - where people require computers capable of downloading huge files and softwares in order to do their job? That’s the issue LucidLink takes aim at, with its cloud-based file-sharing service.
Its platform is specifically designed to be able to share very large amounts of data over very long distances, immediately. This is what makes it suitable for cloud-based video editing services - a huge breakthrough for media and television which enables post-production to be possible remotely in a way that it fundamentally wasn’t before.
LucidLink has cornered a very clear gap in a huge market. With 2023 funding expected to help the company reach profitability, it already had swathes of high-profile customers. These include Netflix, MTV, Condé Nast, Spotify, JP Morgan and Vice, so it's set to make serious waves moving forward,
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2023
$75m
SERIES C
May 2022
$20m
SERIES B
Total funding: $114.6m
Company benefits
- Stock option plan
- Additional vacation days based on your needs so you can maintain a healthy work-life balance
- Flexible working hours and work location
- Company-sponsored sport cards for you and one companion
- Fresh fruits and other snacks in the office at all times and a company-sponsored team lunch every Friday
- A full-coverage health care package that includes dental care and medical supplies
Company HQ
West Portal, San Francisco, CA
Leadership
George Dochev
(Co-Founder, Chairman & CTO)Previously Lead Software Engineer at ASE Engineering, before co-founding and serving as Director of Software Engineering at DataCore Software.
Peter Thompson
(Co-Founder & CEO)Former Manager of Inabata & Company, President and Representative Director of DataCore Japan, and VP of Emerging & Developing Markets at DataCore Software.
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