[Hiring] Support Engineer @Lumos

Role Description

As a Support Engineer (PST) at Lumos, you have the opportunity to be one of the first 5 folks building out our support organization. Partnering with the Solutions Engineering team as well as Customer Success Managers, our goal is to find the equilibrium between quantity and quality, where speed and accuracy are our best offense and defense. As Lumos grows its client base by more than double this upcoming year, your role is essential to the success of our customers. Enablement, troubleshooting, and clarity of communication are pillars in your everyday interactions. In the Support Engineer role, you’ll not only report into the Support Engineering Lead, but you’ll partner with them in developing clear processes for Support at Lumos and truly shape the future of the team.

Responsibilities

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
• Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
• Proactively Developing Product Expertise: Partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
• Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

Qualifications

• Motivation and excitement for the role.
• Potential to grow into the role.
• Fit for Lumos based on our values that define how we achieve outcomes.

Pay Range

$85,000 - $115,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

Benefits

• Remote-first culture: Work from anywhere within ±4 hours of Pacific Time.
• Medical, dental & vision insurance: 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards.
• Mental health support: Access to mental health resources and support.
• Monthly wellness stipend: A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge.
• Life & disability insurance: Life insurance, short-term disability, and long-term disability coverage available.
• Flexible PTO: Flexible time off with a minimum annual requirement, because rest is part of doing your best work.
• Parental leave: Up to 16 weeks of paid parental leave for expecting parents.
• $1,000 annual learning stipend: An annual budget for courses, books, conferences, and certifications.
• Company & team offsites: Company and team bonding trips throughout the year, fully covered by Lumos.
• 401(k) with matching: Employer 401(k) matching to help you save for the future.