Solutions Engineer

📋 Description

• • Lumana is at the forefront of revolutionizing visual data analysis, transforming how organizations understand and extract actionable insights from their world. Our cutting-edge AI video security platform provides unparalleled visibility and control, empowering clients to significantly enhance security and safety protocols, optimize operational efficiencies, and enable instantaneous responses during critical moments. Since our inception in 2021, Lumana has rapidly ascended, securing substantial backing from premier Silicon Valley investors who bring deep expertise in AI, computer vision, and machine learning. We are recognized as one of the fastest-growing companies in the video security sector, having recently closed the largest Series A funding round in our industry. Our platform is engineered to be the most intelligent video security solution available, designed to identify what truly matters, act with speed, and proactively prevent incidents that were once considered unavoidable. At Lumana, we foster a culture of agility and empowerment, where small, dynamic teams are trusted to lead and drive innovation. We encourage ambitious thinking, rapid execution, and a profound sense of ownership, as every team member is integral to our success and directly contributes to tangible outcomes. Your impact here is immediate and visible, leaving a lasting and real mark on the company's trajectory.
• • As a Solutions Engineer, you will play a pivotal role as a key technical partner to our expanding customer base across the United States. Embedded within our Technical Support organization, you will collaborate extensively across departments to guide customers seamlessly from their initial evaluation phase through to full platform deployment. Concurrently, you will work in close partnership with the Sales team, engaging in both pre- and post-sales technical consultations and support. This role demands a unique blend of independent problem-solving prowess and deep collaborative engagement, where you will tackle intricate technical challenges and provide authoritative, trusted guidance on our platform's capabilities and best practices. By serving as a crucial connective link between our customers, the Engineering department, and the Product team, you will have a direct influence on the future direction of our cloud-managed IoT offerings, while simultaneously accelerating your own professional development and career growth. We are actively seeking motivated individuals who are driven by the prospect of making a significant impact and are passionate about propelling the business forward.
• • Key Responsibilities:
• • Lead comprehensive, full-stack troubleshooting efforts for the Lumana platform, encompassing intricate issues related to networking, hardware, software, and electrical components, ensuring swift and effective resolution.
• • Serve as a senior technical advisor to our enterprise clientele, offering expert, best-practice guidance on optimal architecture design, deployment strategies, and system configuration to maximize platform performance and utility.
• • Take full ownership of high-impact customer issues from inception to resolution, meticulously driving the troubleshooting process, conducting thorough root-cause analysis, and implementing measures for long-term prevention of recurrence.
• • Collaborate closely with Sales, Engineering, and Product teams on critical pre- and post-sales technical engagements, including complex escalations, ensuring a unified and expert customer experience.
• • Actively influence and enhance product quality by participating in the testing of new releases, proactively identifying systemic issues, and providing clear, actionable feedback to the Engineering team to drive continuous improvement.
• • Communicate complex technical concepts with exceptional clarity to both technical and non-technical audiences, both verbally and in writing, ensuring full understanding and alignment.
• • Develop and maintain high-quality technical documentation, comprehensive knowledge base articles, and detailed internal runbooks to support customer success and internal team efficiency.
• • Contribute to the design and implementation of scalable tools, processes, and workflows that are essential for elevating our support maturity and operational excellence as the company experiences rapid growth.
• • Proactively stay abreast of the latest industry trends, emerging technologies, and best practices within the dynamic fields of cloud-managed IoT, networking, and security to maintain a leading-edge expertise.
• • We value initiative and a proactive approach. If you possess the drive, resilience, and a proven track record, particularly within the security or AI domains, we encourage you to connect with us. Even if your experience doesn't perfectly align with every listed qualification, we are keen to explore your potential and discuss how you can contribute to Lumana's success.