Technical Support Engineer

About the Role

In this role, you will troubleshoot and resolve complex customer issues, provide thoughtful solutions, and help users better understand and navigate platform features and functionality. You will work closely with cross-functional teams, including Engineering, Customer Solutions Engineers, and Customer Success Managers, to investigate issues, share insights, and improve the overall customer experience.

Responsibilities

• Provide timely support to customers through email and support ticket channels
• Identify customer needs and guide users in understanding and utilizing platform features
• Diagnose, troubleshoot, and resolve product-related issues and malfunctions
• Test, replicate, and investigate a wide range of platform features and reported issues
• Collaborate cross-functionally with internal teams across multiple time zones
• Maintain accurate documentation and ensure all issues are properly logged
• Effectively prioritize and manage multiple open issues simultaneously
• Escalate unresolved or complex issues to the appropriate internal teams when necessary
• Follow up with customers to confirm the successful resolution of technical issues
• Contribute to internal knowledge bases and documentation by capturing technical insights, solutions, and customer use cases
• Lead and contribute to initiatives aimed at improving support team efficiency and the overall customer experience

On-Call Duties

Participation in the rotating on-call schedule is voluntary, and team members who choose to participate may be required to respond to urgent issues or emergencies outside of regular business hours.

Requirements

• Experience in a Technical Support, Customer Support, or similar client-facing role
• Ability to diagnose and troubleshoot technical issues, including API-related requests
• Ability to communicate technical concepts effectively to non-technical users
• Experience using help desk software and other support tools
• Strong problem-solving and communication skills
• Ability to provide step-by-step technical guidance, both written and verbal
• Patience, attention to detail, and diligence when handling complex cases

Qualifications

• Additional certifications (Microsoft Azure, Google Workspace, Okta, etc.) are a plus

Benefits

• Generous Paid Leave – 25 vacation days (prorated based on hire date), 9 sick days, 10 paid holidays, plus 2 floating holidays
• Health Insurance – United Healthcare, 100% employer-paid benefits from day 1
• 401k Retirement Plan – We match 100% of your contribution up to 4%
• Family-Friendly Policy – Inclusive maternity & paternity leave
• Team Celebrations & Seasonal Events – Because culture matters

At LumApps, we believe in fostering an environment where every team member feels valued, supported, and empowered to thrive. We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.