Technical Support Engineer

Technical Support EngineerLumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most. Founded in 2021 and backed by leading Silicon Valley investors, we're growing quickly. Here, you'll think big, move fast, and own work that has a visible impact.The Technical Support Engineer will ensure the reliability and performance of our deployed systems. In this hands-on role, you'll troubleshoot complex hardware and software issues across our full stack—including networking, edge devices, and cloud-connected components. You'll partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness.Location: Remote within the U.S. Eastern Time Zone; hybrid for candidates based in New York City. Candidates must reside in the Eastern Time Zone.Schedule: Evenings & Weekend Technical Support EngineerCompensation: $70,000–$90,000 annually, based on the candidate's geographic location (Tier 1 vs. Tier 2), local market benchmarks, relevant experience, and certifications.Responsibilities:Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.Coordinate testing and validation of new hardware and software in production-like, real-world environments.Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.Other duties may be assigned.Must Have:1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivityBachelor's degree in Computer Science, Networking, Systems Engineering, or related fieldDemonstrated ability to troubleshoot under pressure with urgency and precisionStrong analytical and documentation skillsNice To Have:Experience supporting IP camera systems or edge-connected devicesFamiliarity with Linux-based systemsComfort scripting in Python or similar automation toolsRelevant certifications (CCNA, Network+, Security+)Our Interview Process:A 30-minute conversation with our Talent TeamA 1 Hour Take Home AssignmentA 45-minute Technical PanelA 30-minute Hiring Manager InterviewA 30-minute HR InterviewWhat We Offer:We believe great talent deserves great support. Here's how we invest in you:Competitive Pay: A strong base salary that reflects your experience, impact, and market valueEquity & Upside: Own a piece of what you're building with meaningful equity in a fast-growing startupTools that Work for You: Get access to top-tier tech and a fully equipped workspace—both in-office and at homeHybrid Flexibility: Enjoy a balanced schedule with two remote workdays each week after ramp-upProduct Influence: Your voice matters—your hands-on feedback directly shapes our product roadmapFor U.S. Based Employees:Health & Wellness: Comprehensive medical, dental, and vision coverage.Time Off: 15 days PTO, 10 paid holidays, and sick leave.Financial: 401(k) with 4% employer match, equity (ISO) 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: $500 home office stipend and top-tier equipment provided.Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.Recruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.