Manager, Customer Support Engineering

Lumafield; San Francisco, Northern (CA, KY); On-site; USD 90,000 - 120,000; Full time

Job summary

Lumafield is seeking a hands-on Lead of Customer Support in San Francisco, overseeing technical troubleshooting and customer issues from first response to resolution.

You will guide how problems are investigated, escalated, and communicated back to customers, while partnering with Customer Success and engineering teams to improve product support and field feedback.

Qualifications

• Technical and hands-on role.

Responsibilities

• Own customer issues from first response through resolution.
• Provide technical troubleshooting and advise customers on applying Lumafield solutions.
• Set the standard for investigating problems, escalations, and customer communication.
• Collaborate with Customer Success Managers on account health and escalation.
• Triage issues with internal engineering teams and close the loop on fixes.
• Report on support performance to anticipate issues before customers are affected.

Job description

About Lumafield:

Lumafield was founded in 2019 to upgrade manufacturing.

We are engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it.

Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively.

We rebuilt the whole system, from X-ray capture, to computer vision analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. Our company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper vision, operational excellence, and powerful insights. And then we'll upgrade it all again.

Lumafield is headquartered in San Francisco, CA. and has an office in Cambridge, MA.

About the role:

As the lead of Customer Support, you will own customer issues from first response through resolution. The team handles technical troubleshooting and advises customers on applying our solutions to their use case. Support is the fastest and most frequent touchpoint customers have with Lumafield, and the technical backbone other customer-facing teams rely on.

The role is technical and hands-on. Lumafield's platform spans hardware, firmware, embedded applications, and cloud software, and support triages issues across all of it. You will set the standard for how the team investigates problems, escalates them, and communicates back to the customer.

You will work with Customer Success Managers on account health and escalation, and with internal engineering teams to triage issues, close the loop on fixes, and feed field signal back to Product. You will own the reporting on support performance and use it to get ahead of problems before they reach a customer.