Lumia-Technical Support Specialist

About Our Client

The organization operates in the AI security and governance sector. It addresses the challenge of safely managing the expanding use of AI across enterprise functions by providing an AI Usage Control platform. This platform controls employee and autonomous agent interactions with AI, featuring a Protocol Analysis Engine designed to govern AI applications flexibly and comprehensively.

About the Opportunity

The Technical Support Specialist role is focused on delivering expert technical assistance to customers using the organization’s AI governance platform. This position is essential for maintaining customer satisfaction by resolving technical issues and ensuring smooth platform operation. The role supports US West Coast business hours and contributes to product improvement through customer feedback.

Responsibilities

• Serve as the initial contact for customer inquiries via email, chat, and ticketing systems
• Troubleshoot platform-related technical issues including configuration, integration, and connectivity
• Reproduce and document bugs, collaborating with Engineering and Product teams for resolution
• Maintain and update support documentation, including knowledge base and FAQs
• Manage support tickets to meet service level agreements
• Escalate complex issues appropriately while maintaining customer relationships
• Relay customer feedback to inform product enhancements
• Monitor system health and alert on anomalies

Requirements

• 3-5 years in technical support, customer support, or helpdesk roles; SaaS or security experience preferred
• Basic understanding of APIs, logs, cloud environments, and networking or willingness to learn
• Strong written and verbal English communication skills
• Problem-solving skills with a customer-focused approach
• Able to work independently in a remote setting
• Availability during US West Coast business hours (PST/PT)
• Experience with ticketing systems such as Zendesk, Hubspot, or Intercom
• Nice to have: Knowledge of cybersecurity concepts such as threat detection and SOC operations, basic scripting or command-line experience, support experience with AI/ML-based products

Pay Range and Compensation Package

The expected base salary for this role is $75,000 to $80,000, excluding equity and other compensation. Pay will be based on experience, and candidates outside this range are encouraged to apply.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.