Technical Support Engineer

📋 Description

• • Lumana is at the forefront of revolutionizing visual data analysis, transforming how organizations understand and leverage their video streams. Our cutting-edge AI video security platform provides unparalleled visibility and control, enabling clients to significantly enhance security and safety protocols, optimize operational efficiency, and achieve rapid, decisive responses during critical moments. Established in 2021 and backed by prominent Silicon Valley investors with deep expertise in AI, computer vision, and machine learning, Lumana is rapidly emerging as a leader in the video security industry. Our recent Series A funding round was the largest in our sector, underscoring the market's confidence in our innovative approach. We have engineered a truly intelligent video security solution – one that precisely identifies what matters, acts with speed, and proactively prevents incidents that were once considered unavoidable. At Lumana, we foster a culture of agility and empowerment. Our teams are intentionally small, dynamic, and entrusted with significant autonomy. We encourage ambitious thinking, rapid execution, and a profound sense of ownership, as every team member is integral to our success. Your contributions here are not diluted; they are directly visible, impactful, and enduring.
• • As a Technical Support Engineer, you will be instrumental in ensuring the optimal reliability and performance of our deployed systems. This is a hands-on role demanding a proactive and analytical approach to troubleshooting complex hardware and software issues that span our entire technology stack. You will engage with networking infrastructure, edge devices, and cloud-connected components, diagnosing and resolving problems to maintain seamless operation. A key aspect of this role involves close collaboration with our field operations teams, engineering departments, and quality assurance (QA) to drive effective technical resolutions, contribute to robust documentation, and enhance overall system resilience. Your work will directly impact customer satisfaction and the integrity of our platform.
• • Key Responsibilities:
• • **End-to-End Technical Troubleshooting:** Take ownership of diagnosing and resolving technical issues across a diverse range of systems, including networking infrastructure, edge computing devices, server environments, and complex system integrations. This involves deep-diving into problems from initial report to final resolution, ensuring comprehensive coverage.
• • **Root Cause Analysis and Proactive Mitigation:** Systematically identify the underlying causes of system and network malfunctions. Develop and implement solutions to address these root causes, while also establishing proactive measures to prevent future occurrences and minimize potential risks.
• • **Infrastructure Reliability and Security:** Maintain and enhance the reliability, security, and scalability of our network and infrastructure environments, encompassing both cloud-based deployments and hybrid architectures. Ensure that systems are robust, secure, and capable of handling increasing demands.
• • **System Deployment and Configuration:** Deploy, configure, and manage critical infrastructure components, including servers, virtual machines, operating systems, storage solutions, and related hardware and software. Ensure accurate and efficient setup according to best practices.
• • **Network Management and Optimization:** Configure and manage a wide array of networking components such as routers, switches, firewalls, VPNs, load balancers, and Wide Area Network (WAN) connectivity. Optimize network performance and ensure secure, stable connections.
• • **Performance Monitoring and Incident Response:** Actively monitor system and network performance metrics. Lead incident response efforts, ensuring high availability for real-time video streaming and demanding AI workloads. Minimize downtime and ensure continuous operation.
• • **Cross-Functional Collaboration:** Serve as a critical liaison between the support team, Engineering, QA, and Product Management. Surface identified defects, collaborate on validating fixes, and contribute insights to improve the overall reliability and functionality of the Lumana platform.
• • **Testing and Validation:** Coordinate and execute testing and validation procedures for new hardware and software releases. Conduct these tests in production-like, real-world environments to ensure stability and performance before wider deployment.
• • **Automation and Tooling Development:** Develop and implement scripts, custom tooling, and automation solutions to streamline diagnostic processes, enhance monitoring capabilities, and optimize overall support workflows, thereby increasing efficiency and reducing manual effort.
• • **Knowledge Management and Documentation:** Create, update, and maintain comprehensive technical documentation, detailed investigation logs, and internal knowledge base resources. This ensures that critical information is accessible, supports team scalability, and promotes operational excellence.
• • We are seeking individuals who possess exceptional drive, a proven track record, and a passion for tackling complex technical challenges, particularly within the security or AI domains. Even if you don't meet every single qualification, we strongly encourage you to apply. We value potential and a willingness to learn, and we're eager to discuss how your unique skills can contribute to Lumana's success.
• • Compensation is competitive and will be determined based on experience, scope, and demonstrated impact, potentially including equity. The salary range for this role, depending on leveling (Support Engineer I, II, or Senior), is $85,000 - $100,000 annually.