Luma AI

Customer Support

• At Luma, we’re building multimodal AI to expand human imagination and capabilities. We believe the next leap in AI won’t come from language alone—but from models that can see, understand, create, and interact with the world visually.
• Dream Machine is just the beginning. We’re creating an intelligent creative partner—one that helps people express what’s in their mind’s eye, without needing the perfect words. Think: generative AI that’s not just helpful, but beautifully intuitive and deeply visual.
• We’re product-focused, fast-moving, and shipping like crazy. Our team is small, sharp, and obsessed with building things that feel magical. If that resonates, keep reading.
• The Role
• As a Customer Support Specialist, you’ll be the voice of Luma AI for our rapidly growing global user base. You’ll own the support experience end-to-end, ensuring creators and customers get quick, empathetic, and accurate help. This role is pivotal in building trust, maintaining loyalty, and shaping the feedback loop that fuels product improvements. You won’t just answer tickets—you’ll influence how millions of people experience the frontier of visual AI.
• What a Typical Week Might Look Like
• Respond to user questions with speed and empathy, across email, chat, and community channels
• Collaborate with product and engineering to escalate bugs, track recurring issues, and help design solutions
• Write and refine help center articles to make support more scalable and intuitive
• Spot trends in user feedback and share insights with the team to improve usability and delight
• Experiment with workflows and tools to make support faster and more magical
• Jump into unexpected challenges with creativity and hustle
• Your Background Looks Something Like:
• The Essentials:
• 3–5 years of experience in customer support, preferably in SaaS or consumer tech
• Strong written and verbal communication skills with a natural ability to explain complex ideas simply
• Empathy-first approach—you love helping people and can remain calm under pressure
• Comfortable with fast-paced, startup environments where processes are evolving
• What Would Make You Exceptional:
• Experience supporting creative tools, AI products, or design/visual software
• Proven ability to create self-service resources (knowledge bases, FAQs, tutorials)
• Passion for AI, design, or empowering creators
• Startup grit—you thrive when wearing multiple hats and figuring things out as you go
• You Might Really Thrive Here If…
• You’re energized by solving problems for people and seeing the impact right away
• You’re curious about creative AI and love experimenting with new tools
• You enjoy the pace of a fast-moving startup and can adapt quickly
• You believe great support is as much about empathy and tone as it is about solutions
• You’re motivated by being part of a frontier technology company where your work has visible impact

Customer Support Specialist

Product Marketing

• At Luma, we’re building multimodal AI to expand human imagination and capabilities.
• Dream Machine is just the beginning — an intelligent creative partner for visual generative AI.
• First Senior Product Marketing Manager to lead product positioning, launches, and adoption.
• Craft narratives, value propositions, and messaging frameworks that resonate with creators, technical users, and executives.
• Own go-to-market strategy for new features and models; run campaigns and launches end-to-end with product and growth.
• Build sales tools, pitch decks, one-pagers, and case studies to enable teams.
• Conduct customer interviews, competitive analysis, and market research to influence roadmap and positioning.
• Write blogs, produce tutorials, and ship marketing content that simplifies complex AI.
• Track launch and campaign performance; analyze adoption metrics and optimize messaging and tactics.

Senior Product Marketing Manager

Full-stack Engineer

• Luma AI: building multimodal foundation models focused on vision to expand human imagination and capabilities.
• Zero-to-one opportunity to build secure, scalable, reliable enterprise systems and platform for partners.
• Founding engineer role: take high-level requirements and turn them into robust, production-grade features for enterprise customers.
• Architect and own core enterprise authentication layer (SSO, role-based access control).
• Build backend systems for enterprise team management, invites, shared credit pools, and billing integrations.
• Design and ship high-traffic, secure APIs powering enterprise offerings and partner integrations.
• Develop analytics dashboards and reporting features for enterprise customers' usage and performance insights.
• Collaborate with security, product, and design teams to harden infrastructure and ensure privacy and data protection.

Software Engineer, Enterprise

Research Engineer

• Luma is pushing the boundaries of generative AI, building tools that redefine how visual content is created
• Design and implement scalable pipelines for automated evaluation of generative models, focusing on visual and multimodal outputs (image, video, text, audio)
• Develop novel metrics and evaluation models capturing fidelity, coherence, temporal consistency, and alignment with human intent
• Integrate evaluation signals into training loops (including reinforcement learning and reward modeling) to improve model performance
• Build infrastructure for large-scale regression testing, benchmarking, and monitoring of multimodal generative models
• Collaborate with researchers running human studies to translate human evaluation frameworks into automated or semi-automated systems
• Partner with model researchers to identify failure cases and build targeted evaluation harnesses
• Maintain dashboards, reporting tools, and alerting systems to surface evaluation results to stakeholders
• Stay current with emerging evaluation techniques in generative AI, multimodal LLMs, and perceptual quality assessment

Research Engineer - Evaluations

Security Engineer

• About Luma Labs: we’re pioneering the next generation of multimodal generative AI, enabling models to create hyper-realistic videos and images from natural language and other inputs. Our products empower creators, developers, and companies to generate content that was previously impossible instantly and intelligently.
• You will be Luma Labs’ first dedicated security engineering hire. As the Product Security Engineer, you’ll own the security posture of our products, services, and generative systems. You’ll work directly with engineering, ML, infrastructure, and leadership to proactively design and implement secure systems with a strong focus on the unique risks and opportunities in multimodal video and image generation.
• This is a leadership-track position with both strategic ownership and deep technical execution.
• What You’ll Do: Own Product & Application Security; Secure GenAI Systems; Lead Threat Modeling & Reviews; Build Security Infrastructure; Define Misuse & Abuse Guardrails; Incident Response & Detection; Influence Org-wide Security Culture; Build the Function.
• Build the Function: Help hire and grow a high-caliber security team as the company scales.
• Requirements: Must-Have: 5+ years in security engineering, with deep experience in product/application security; Have successful track of getting product through security certifications; Proven ability to operate as a hands-on engineer and technical leader; Strong understanding of generative AI systems or high-complexity ML applications; Proficient in secure development with Python and experience securing cloud-native environments (AWS/GCP, Docker/K8s); Deep experience with threat modeling, secure design, and modern application security tooling (SAST, DAST, IaC scanning, etc.); Ability to balance pragmatism and rigor you can make fast, thoughtful decisions and execute in a fast-moving startup environment; Excellent written and verbal communication skills; comfortable collaborating across research, product, infra, and leadership.; Bonus / Nice-to-Have: Hands-on experience with generative models (e.g., diffusion, transformers, vision-language) and related risks (prompt injection, data leakage); Experience building or leading security teams in an early-stage startup; Exposure to red teaming, adversarial ML, or AI safety frameworks; Public speaking, open-source contributions, or research in security or AI fields.
• Why This Role is Unique: Greenfield Security; Cross-Disciplinary Impact; Fast Path to Leadership.
• Deep Tech with Real Users: Work on cutting-edge video and image generation tools already in production and scaling fast.

Customer Support Specialist

Senior Product Marketing Manager

Software Engineer, Enterprise

Research Engineer - Evaluations

Product Security Engineer, Multimodal & Generative AI