Solutions Engineer

📋 Description

• • Lumana is at the forefront of revolutionizing visual data analysis with our cutting-edge AI video security platform. We're not just recording the world; we're building the intelligence to truly understand it, extracting meaningful insights that drive security, safety, and operational efficiency. Our platform provides unparalleled visibility and control, enabling organizations to respond instantly to critical events and prevent the previously inevitable. Founded in 2021 and backed by prominent Silicon Valley investors, our team possesses deep expertise in AI, computer vision, and machine learning. As one of the fastest-growing companies in the video security sector, having recently secured the largest Series A funding in our industry, we are poised for significant expansion.
• • As a Solutions Engineer, you will be a pivotal technical advocate and problem-solver for our expanding customer base across the United States. This role is embedded within our Technical Support organization, serving as a critical bridge between our customers, Sales, Engineering, and Product teams. You will guide customers through the entire lifecycle of their engagement with Lumana, from initial evaluation and technical validation to seamless full deployment and ongoing optimization. Your responsibilities will extend to partnering closely with the Sales team on pre-sales technical consultations and post-sales technical success, ensuring our solutions meet and exceed customer expectations.
• • This position demands a unique blend of independent technical investigation and collaborative teamwork. You will be tasked with tackling complex, full-stack troubleshooting challenges that span the entire Lumana platform, encompassing networking infrastructure, hardware components, software applications, and even electrical considerations. Your deep technical acumen will be essential in diagnosing intricate issues, performing thorough root-cause analysis, and implementing robust solutions to prevent recurrence. You will act as a senior technical advisor, providing enterprise customers with expert, best-practice guidance on optimal architecture design, efficient deployment strategies, and precise configuration settings to maximize the value they derive from our platform.
• • A key aspect of this role involves owning high-impact customer issues from inception to resolution. This end-to-end ownership requires meticulous tracking, proactive communication, and a relentless drive to achieve customer satisfaction. By partnering closely with Sales, Engineering, and Product teams, you will also play a crucial role in pre- and post-sales technical engagements and managing critical escalations. Your insights and experiences will directly influence the evolution of our product. You will be instrumental in testing new software releases, identifying systemic issues, and providing actionable, data-driven feedback to the Engineering team, thereby directly impacting product quality and future development.
• • Effective communication is paramount. You will be responsible for articulating complex technical concepts with clarity and precision to a diverse audience, including both highly technical customer stakeholders and non-technical business users, as well as internal teams. This will involve crafting and delivering clear explanations verbally and in writing. Furthermore, you will contribute significantly to our knowledge management efforts by authoring and maintaining high-quality technical documentation, comprehensive knowledge base articles, and detailed internal runbooks. These resources are vital for empowering both our customers and our internal support teams.
• • As Lumana scales, you will also be involved in designing and implementing scalable tools, processes, and workflows that enhance our support maturity and operational efficiency. This proactive approach to improving support infrastructure is critical for sustained growth. To excel in this role, you must stay abreast of the latest industry trends and emerging technologies within the cloud-managed IoT, networking, and security domains. We are seeking individuals who are energized by making a tangible impact, motivated to drive business forward, and possess the grit and drive to thrive in a fast-paced, innovative environment. If you have a proven track record, especially in security or AI, we encourage you to apply. Even if you don't meet every single qualification, we still want to hear from you – your unique background might be exactly what we need.