Technical Support Engineer, L2

LucidLink

Technical Support Engineer resolving customer issues for LucidLink’s cloud file-streaming platform. Supporting desktop environments, cloud networking, storage, and complex multi-host reproductions during US hours.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $96,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support for cloud networking products, with strong capabilities in troubleshooting, debugging, and customer communication. Proficient in analyzing customer service usage and collaborating with teams to enhance support quality.

Highest-signal resume keywords

Technical Support ExperienceCloud Networking KnowledgeDebugging SkillsCustomer CommunicationMulti-Host Environment Setup

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingDebuggingLog CollectionMemory Dump AnalysisDesktop Application SupportCloud EnvironmentsVirtualizationMacOS SupportWindows Support

Soft Skills

Customer ServiceCollaborationProblem SolvingCommunication

Tools & Technologies

LucidLinkAWSNetworking ToolsStorage Solutions

Industry Keywords

Technical SupportCloud NetworkingCustomer SupportLive-Call DebuggingMulti-Host Environments

Tech Stack

Tools & technologies

AWSCloudLinuxMacOS

About the role

Key responsibilities & impact

Promptly answer, triage, and internally escalate inbound support requests as required
Serve as the primary customer contact through email, chat, and phone
Troubleshoot customer issues related to LucidLink’s cloud networking product
Answer technical product inquiries
Reproduce customer issues and lead live-call debugging sessions
Collect logs, memory dumps, and other debugging information
Resolve cases, track progress, and provide follow-up
Collaborate with other teams to ensure consistent, high-quality support
Develop deep product knowledge to answer customer questions across a wide range of areas
Analyze customer service usage, make needs-based recommendations, and provide feedback to business and development teams
Contribute to decision-making and processes for the newly formed technical support team

Requirements

What you’ll need

At least 2 years of experience as Technical Support or a similar position
Fluent English, written and spoken
Experience supporting desktop applications in macOS, Windows, and Linux environments
Experience reproducing client issues and leading live-call debugging sessions with customers
Ability to effectively collect debugging information, including logs and memory dumps
Knowledge of cloud environments such as AWS, networking, and storage
Experience setting up multi-host environments, such as virtualization, to reproduce complex setups
Availability during core US daytime hours, 9:00 AM to 6:00 PM local time with a 1-hour break
Must be located in the United States

Benefits

Comp & perks

Flexible PTO
Competitive salary
Stock options
Full health coverage
Opportunity for professional growth and advancement
Opportunity to participate in decision-making and support processes
Global collaboration and company impact