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Posted 3 months ago
Requirements and responsibilities
LocationRemote - United StatesResponsibilitiesLead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical componentsAct as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configurationOwn high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term preventionPartner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalationsInfluence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to EngineeringCommunicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writingAuthor and maintain high-quality technical documentation, knowledge base articles, and internal runbooksHelp design and implement scalable tools, processes, and workflows that elevate support maturity as the company growsStay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and securityWe don’t do cookie-cutter. If you’ve got the grit, the drive, and the track record—especially in security or AI—we want to hear from you. Even if you don’t check every box, let’s talk.Must-Have5+ years of experience in technical support engineering, systems engineering, network engineering, or a related technical roleStrong, hands-on expertise troubleshooting distributed systems across networking, hardware, and software layersDeep understanding of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VLANs, TLS/HTTPS, 802.11, firewalls, Ethernet/cabling, PoE, and Layer 2 networking conceptsExperience working with Linux-based systems in production environmentsProven ability to independently diagnose complex issues and drive them to resolutionStrong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiencesCustomer-centric mindset with demonstrated ownership, prioritization, and follow-through in fast-paced environmentsNice-to-HaveBachelor’s degree in a technical discipline (or equivalent practical experience)Experience supporting enterprise customers in SaaS, IoT, security, or cloud-managed platformsFamiliarity with APIs, Python, scripting, or automation toolsExperience collaborating closely with Product and Engineering teams on bug triage and roadmap feedbackExposure to building or scaling support tools, workflows, or internal platformsIndustry certifications such as CCNA/CCNP, Network+, Security+, CWNA, MCSE, or CEH✍️ Lumana Hiring PhilosophyWe spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.We aim to provide both product and industry expertise whenever we interact with prospects and customers.We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.We value a strong sense of ownership, principled thinking over experience, and thoughtful communication.Our Interview ProcessA 60-minute conversation with our Talent TeamA 60-minute interview with our VP of ProductA take-home assessment (1 Hour Prep)A 45-minute session with a Panel of PeersCurious who you'd be working with? Meet the Leader →✨What We OfferCompetitive Pay: Strong base salary + variable compensationEquity & Upside: Own a piece of what you're buildingTools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not adminRemote-First Flexibility: Work from where you're most effective, with teammates around the globeProduct Influence: Your voice matters—sales feedback directly shapes our roadmapFor U.S.-Based EmployeesHealth and Wellness: Comprehensive medical, dental, and vision coverageTime Off: 15 days PTO, paid holidays, and sick leaveFinancial: 401(k) with employer match, equity in a fast-growing startupRemote-Friendly: Flexible hybrid/remote work arrangements depending on roleParental Leave: Paid parental leave for new parentsWork Setup: Home office stipend and top-tier equipment providedLumana is an equal opportunity employerWe are committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis protected by law.Recruitment Fraud Alert: All Lumana hiring communications come from @lumana.ai — we never ask for payment or personal banking info.Recruiters & Agencies: Lumana does not accept unsolicited resumes from agencies without a signed agreement and will not pay related fees.Salary and compensation$140,000 — $160,000/yearBenefits💰 401(k)
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