Support Engineer

Summary

Join Lumos, a fast-growing startup revolutionizing app and access management, as a Support Engineer. Be one of the first to build our support organization, partnering with Solutions Engineering and Customer Success teams. Your role is crucial to customer success as Lumos experiences rapid growth. You will create a world-class support experience, troubleshoot technical errors, proactively develop product expertise, and contribute to improving support processes. This is an opportunity to shape the future of the support team and have a significant impact on the company's trajectory. Lumos offers a remote work culture, excellent benefits, and a unique, supportive environment.

Responsibilities

• Create a World-Class Support Experience: Interact with clients daily, ensuring attention to detail, a friendly approach, and consistent care in each interaction
• Troubleshoot Complex Technical Errors: Stay updated on product development, relay customer feedback through validating enablement materials, and provide clear handoffs to engineers
• Proactively Develop Product Expertise: Partner with Product Managers to gather information needed to support customers on new feature rollouts, becoming a product expert and client voice in product development
• Reflect On and Find Solutions for Current Support Opportunities: Provide feedback and creative problem-solving to contribute to the team's long-term success

Preferred Qualifications

Motivation, excitement, and potential to grow into the role are valued more than a traditional CV

Benefits

• Remote work culture (+/-4 hours Pacific Time)
• Medical, Vision, & Dental coverage covered by Lumos
• Company and team bonding trips throughout the year fully covered by Lumos
• Optimal WFH setup to set you up for success
• Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best
• Up to 16 weeks for expecting parents
• Wellness stipend to keep you awesome and healthy
• 401k matching plan