Technical Support Engineer

Lumana • New York, NY

15d • $70,000 - $90,000 • Hybrid

About The Position

The Technical Support Engineer will ensure the reliability and performance of Lumana's deployed systems. In this hands-on role, you’ll troubleshoot complex hardware and software issues across the full stack, including networking, edge devices, and cloud-connected components. You'll partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness.

Requirements

• 1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivity
• Bachelor’s degree in Computer Science, Networking, Systems Engineering, or related field
• Demonstrated ability to troubleshoot under pressure with urgency and precision
• Strong analytical and documentation skills

Nice To Haves

• Experience supporting IP camera systems or edge-connected devices
• Familiarity with Linux-based systems
• Comfort scripting in Python or similar automation tools
• Relevant certifications (CCNA, Network+, Security+)

Responsibilities

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.
• Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.
• Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.
• Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.
• Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.
• Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.
• Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.
• Coordinate testing and validation of new hardware and software in production-like, real-world environments.
• Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.
• Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.
• Other duties may be assigned.

Benefits

• Competitive Pay
• Equity & Upside
• Tools that Work for You
• Hybrid Flexibility
• Product Influence
• Comprehensive medical, dental, and vision coverage.
• 15 days PTO, 10 paid holidays, and sick leave.
• 401(k) with 4% employer match
• Paid parental leave for new parents.
• $500 home office stipend and top-tier equipment provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level