Manager of Customer Support Engineering

Lumafield; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health, Vision & Dental

Paid parental leave

Equity package

Flexible vacation

Mental health & wellness

Catered lunches

Retirement savings

Financial wellness education

Company & team events

Job summary

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

You will set standards for investigation, escalation, and customer communication, while coaching a growing team and partnering with Success, Engineering, and Product. You will oversee reporting on support performance, drive root-cause analysis, and help shape product

Qualifications

• 6+ years in customer success engineering, support or solution engineering, or a comparable customer-facing technical function.
• Exquisite communicator able to explain technical problems clearly under pressure and manage expectations.
• 2+ years of people management experience.
• Background supporting a product spanning embedded systems and cloud software.
• Familiarity with industrial equipment, metrology systems, or x-ray emitting equipment.
• Experience scaling a support function and scaling coverage models.
• Experience supporting customers in regulated industries such as medical devices, aerospace/defense, or automotive.

Responsibilities

• Own customer issues from first response through resolution, triaging and guiding to root cause.
• Set standards for how the team investigates problems, escalates, and communicates with customers.
• Collaborate with Customer Success, Engineering, and Product to triage issues and close the loop on fixes.
• Own reporting on support performance to identify trends and preempt problems.
• Manage, coach, and develop the team, including hiring responsibilities.
• Drive root cause investigations, escalation paths, and handoffs with clear customer communication.
• Review logs, debuggers, and reproduction environments to isolate root cause before escalation.
• Maintain and improve the support system, data management, and cross-team data sharing.
• Provide feedback to Product Management and Engineering on recurring issues and reliability trends.
• Partner with Customer Success on escalations and at-risk accounts.

Skills

Customer success engineering

Team leadership

Root cause analysis

Technical troubleshooting

Data reporting

Hiring experience

Cross-functional collaboration

Communication under pressure

Job description

• 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
• Manage, coach, and develop the team, setting the bar for technical rigor and professionalism and empathy in every customer interaction. This includes hiring responsibilities
• Take full ownership of customer issues and inquiries from first response to resolution, including driving root cause investigations, escalation paths, ownership handoffs, and close communication to customers
• Review and triage issues, which may include reviewing logs, debuggers, and reproduction environments to isolate root cause before escalating
• Maintain and continuously improve the support system, reporting, and data management. Use data to identify systemic issues early; customer support supplies data to multiple parts of the engineering team
• Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends observed in the field
• Partner with Customer Success Managers on escalations, at‑risk accounts, and the handoff between support interactions and broader account strategy

Benefits

• Health, vision, & dental coverage
• Paid parental leave
• Equity package for all full‑time employees
• Flexible vacation policy
• Mental health & wellness perks
• Catered lunches & full kitchen
• Retirement savings
• Financial wellness education
• Company & team events

A builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needsComfortable parsing logs, using debuggers, and triaging issues across firmware, Linux‑based applications, and cloud services6+ years in customer success engineering, support or solution engineering, or a comparable customer‑facing technical functionExquisite communicator who is able to explain technical problems to customers clearly under pressure, manage tone and expectations, and also represent the customer’s position credibly to internal engineering teamsComfortable working across commercial, product, and multiple engineering disciplines, and able to keep issues moving across team boundariesAt least 2+ year of people management experienceDo you feel like your skills don’t meet every single requirement listed?Background supporting a product that spans embedded systems and cloud software rather than software aloneFamiliarity with industrial equipment, metrology systems, or particularly x‑ray emitting equipmentExperience scaling a support function, including scaling coverage modelsExperience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive