Support Engineer

Lumina Tech Group is a venture-backed AI infrastructure startup looking for a Founding Technical Support Engineer to shape the customer experience and support function. In this role, you will provide technical support to enterprise customers, troubleshoot complex technical issues, and collaborate closely with product and engineering teams.

Responsibilities:

• Provide technical support to enterprise customers across modern cloud and AI infrastructure environments
• Troubleshoot complex issues involving authentication, enterprise integrations, APIs, cloud deployments and platform configuration
• Help customers onboard successfully, including identity management, access control and deployment best practices
• Investigate production issues using logs, diagnostics and modern AI-assisted troubleshooting tools
• Build technical documentation, troubleshooting guides and internal runbooks to improve customer self-service
• Own technical escalations from investigation through resolution, partnering closely with engineering when required
• Identify recurring customer issues and work with Product and Engineering to improve the platform and overall customer experience
• Stay current with rapidly evolving platform capabilities and become a trusted technical advisor to customers

Requirements:

• 3-5 years of experience in Technical Support Engineering, Customer Support Engineering or a similar customer-facing technical role
• Strong troubleshooting skills across cloud infrastructure and distributed applications
• Experience supporting enterprise SaaS platforms
• Comfortable debugging authentication, integrations and deployment issues
• Experience working closely with engineering teams to reproduce and resolve complex technical problems
• Excellent written and verbal communication skills
• Excited by startup environments where you'll have significant ownership and influence
• Experience with technologies such as: Kubernetes
• AWS
• Terraform
• Helm
• Python
• TypeScript
• PostgreSQL
• OAuth
• SSO / SCIM
• API integrations
• Enterprise Identity & Access Management