Lead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical components
Act as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configuration
Own high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term prevention
Partner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalations
Influence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to Engineering
Communicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writing
Author and maintain high-quality technical documentation, knowledge base articles, and internal runbooks
Help design and implement scalable tools, processes, and workflows that elevate support maturity as the company grows
Stay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and security

Requirements

5+ years of experience in technical support engineering, systems engineering, network engineering, or a related technical role
Strong, hands-on expertise troubleshooting distributed systems across networking, hardware, and software layers
Deep understanding of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VLANs, TLS/HTTPS, 802.11, firewalls, Ethernet/cabling, PoE, and Layer 2 networking concepts
Experience working with Linux-based systems in production environments
Proven ability to independently diagnose complex issues and drive them to resolution
Strong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiences
Customer-centric mindset with demonstrated ownership, prioritization, and follow-through in fast-paced environments

Benefits

Health & Wellness: Comprehensive medical, dental, and vision coverage
Time Off: 15 days PTO, paid holidays, and sick leave
Financial: 401(k) with employer match, equity in a fast-growing startup
Remote-Friendly: Flexible hybrid/remote work arrangements depending on role
Parental Leave: Paid parental leave for new parents
Work Setup: Home office stipend and top-tier equipment provided

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdistributed systemsnetworking fundamentalsTCP/IPDNSDHCPNATVLANsLinuxcloud-managed IoT

Soft Skills

communicationcustomer-centric mindsetproblem-solvingownershipprioritizationfollow-throughtechnical documentationcollaborationinfluenceroot-cause analysis