Lead, Technical Customer Support & Engineering

Linuxconfig; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

401k

Parental leave

Flexible PTO

Commuter benefits

Job summary

Lumafield in San Francisco is seeking a Lead of Customer Support to own customer issues from first response through resolution. The role is technical and hands-on, spanning hardware, firmware, embedded apps, and cloud software.

You will set standards for investigation, escalation, and communication with customers. You will work with Customer Success and engineering teams to triage issues, close fixes, and feed field signals back to Product.

Qualifications

• 6+ years in customer success engineering, support or a comparable customer-facing technical function.
• At least 2+ years of people management experience.
• A builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needs.
• Comfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services.
• Exquisite communicator who can explain technical problems to customers clearly under pressure and manage expectations.
• Able to work across commercial, product, and multiple engineering disciplines.

Responsibilities

• Manage, coach, and develop the team, setting the bar for technical rigor and empathy in every customer interaction.
• Take full ownership of customer issues from first response to resolution, including root cause investigations and escalation paths.
• Review and triage issues using logs, debuggers, and reproduction environments to isolate root cause.
• Maintain and improve the support system, reporting, and data management; provide data to engineering.
• Provide structured feedback to Product Management and Engineering on recurring issues and reliability trends.
• Partner with Customer Success on escalations, at-risk accounts, and handoffs to broader strategy.

Skills

Customer success engineering

People management

Log parsing

Debugging

Linux-based applications

Cloud services

Communication

Cross-functional collaboration

Job description

Lumafield in San Francisco is seeking a Lead of Customer Support to own customer issues from first response through resolution. The role is technical and hands-on, spanning hardware, firmware, embedded apps, and cloud software.

You will set standards for investigation, escalation, and communication with customers. You will work with Customer Success and engineering teams to triage issues, close fixes, and feed field signals back to Product.