Work onsite in Austin to troubleshoot complex customer problems on the LumApps platform and guide users through effective feature usage.

Provide timely customer support via email and support ticket channels
Identify customer needs and help users understand and utilize platform features
Diagnose, troubleshoot, and resolve product-related issues and malfunctions
Test, replicate, and investigate reported issues across a range of platform features
Collaborate cross-functionally with internal teams across multiple time zones
Maintain accurate documentation and ensure issues are properly logged
Prioritize and manage multiple open issues at the same time
Escalate unresolved or complex cases to the appropriate internal teams
Follow up with customers to confirm successful resolution
Capture technical insights, solutions, and customer use cases to contribute to internal knowledge bases and documentation
Lead and contribute to initiatives that improve support team efficiency and overall customer experience
Participate in a rotating on-call schedule (voluntary); if participating, respond to urgent issues or emergencies outside regular business hours

Experience in Technical Support, Customer Support, or a similar client-facing role
Ability to diagnose and troubleshoot technical issues, including API-related requests
Ability to communicate technical concepts clearly to non-technical users
Experience with help desk software and other support tools
Strong problem-solving and communication skills
Capability to provide step-by-step technical guidance in written and verbal formats
Patience, attention to detail, and diligence when working complex cases
Additional certifications are a plus (examples: Microsoft Azure, Google Workspace, Okta)

Generous Paid Leave – 25 vacation days (prorated based on hire date), 9 sick days, 10 paid holidays, plus 2 floating holidays
Health Insurance – United Healthcare, 100% employer-paid benefits from day 1
401k Retirement Plan – match 100% of your contribution up to 4%
Family-Friendly Policy – inclusive maternity & paternity leave
Team Celebrations & Seasonal Events

Troubleshoot and resolve complex customer issues while helping users understand and navigate LumApps features and functionality
Work closely with cross-functional partners including Engineering, Customer Solutions Engineers, and Customer Success Managers to investigate issues, share insights, and improve the customer experience

Technical Support Engineer

Job Description