Note: The job is a remote job and is open to candidates in USA. Lumos is a fast-growing startup focused on app and access management solutions for organizations. As a Support Engineer, you will play a crucial role in shaping the support organization, ensuring a world-class support experience, troubleshooting technical errors, and developing product expertise to enhance customer satisfaction.
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: Similar to the above, 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
Skills
- 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: Similar to the above, 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
Benefits
- Remote work culture (+/-4 hours Pacific Time)
- Medical, Vision, & Dental coverage covered by Lumos
- Company and team bonding trips throughout the year fully covered by Lumos
- Flexible PTO, with minimum time off to make sure you are rested and able to be at your best
- Up to 16 weeks for expecting parents
- Monthly wellness stipend
- 401k matching plan
Company Overview
Lumos is a tech company that develops unified access platforms for IT and security teams to manage app and data access. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://www.lumos.com/.Company H1B Sponsorship
Lumos has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 2 in 2023, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.