Senior Support Engineer

About the role

Luminai Healthcare operates by leveraging human expertise to manage complex, manual internal processes that often cannot be fully automated. Despite this, many health systems lack the resources to effectively automate these tasks, leading to reliance on outdated, labor-intensive standard operating procedures (SOPs).

The company structures these processes, automates manual handoffs, and implements end-to-end workflows across all systems. This provides an integrated intelligence layer to continuously improve processes over time. By delegating mission-critical workflows to autonomous AI systems, Luminai enables doctors and administrators to focus on patient care.

Luminai has raised $60M in funding, including a recent Series B led by Peak XV Partners (formerly Sequoia India), with participation from Define Ventures and continued support from General Catalyst and Y Combinator. Backed by top Silicon Valley investors like Kevin Weil (Chief Product Officer at OpenAI), Arash Ferdowsi (co-founder of Dropbox), Katie Stanton (former VP Global Media, Twitter), and CEOs of companies such as Flexport, Notion, Front, Ramp, and Twitch, Luminai's team works 4 days a week (Monday - Friday, Wednesday optional WFH) in either San Francisco, California or New York, New York.

What You’ll Do

• Own ongoing support and maintenance for production workflows once they move out of active development
• Triage and resolve escalations, looping in engineering only when a fix requires it
• Make small improvements and fixes directly, without requiring a full rebuild from the original engineering team
• Build deep working knowledge of our most complex customer environments to ensure nothing is lost in handoff
• Collaborate closely with Forward Deployed Engineers and product to flag patterns or recurring issues that point to bigger gaps
• Communicate clearly and consistently with customers on the status of issues and fixes

What We’re Looking For

• Proven track record of owning and resolving technical issues in a production environment
• Solid fundamentals in software engineering, with enough fluency to read code and make small fixes yourself
• Strong communication skills and an ability to earn trust working closely with engineers day to day
• An attention to detail and a first-principles approach to diagnosing issues in complex, real-world systems
• Experience supporting software in a customer-facing, mission-critical setting

Pay

Compensation Range: $110K - $160K