Support Engineer (EST)

Lumos

46d•Remote

About The Position

As a Support Engineer at Lumos, you will be one of the first five individuals building out the support organization. You will partner with the Solutions Engineering team and Customer Success Managers to find an equilibrium between quantity and quality, where speed and accuracy are paramount. As Lumos experiences significant client growth, your role is essential to customer success through enablement, troubleshooting, and clear communication. You will report to the Support Engineering Lead and collaborate in developing clear support processes, shaping the future of the team.

Requirements

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV.
Instead of focusing on what people need to have, we focus on what people need to do.
Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.
We encourage you to apply even if you think you might not be perfect fit!

Responsibilities

Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

Benefits

Remote-first culture — Work from anywhere within ±4 hours of Pacific Time.
Medical, dental & vision insurance — 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards.
Mental health support — Access to mental health resources and support.
Monthly wellness stipend — A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge.
Life & disability insurance — Life insurance, short-term disability, and long-term disability coverage available.
Flexible PTO — Flexible time off with a minimum annual requirement, because rest is part of doing your best work.
Parental leave — Up to 16 weeks of paid parental leave for expecting parents.
$1,000 annual learning stipend — An annual budget for courses, books, conferences, and certifications.
Company & team offsites — Company and team bonding trips throughout the year, fully covered by Lumos.
401(k) with matching — Employer 401(k) matching to help you save for the future.