Senior AI Support Engineer — Own Critical Workflows

Luminai; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

In-office four days a week

Wednesday optional WFH

Job summary

Luminai is seeking a Senior Support Engineer to own production workflows as they move from active development into steady-state operations. You will triage escalations, resolve issues, and implement small fixes directly without full rebuilds, ensuring reliability for enterprise customers.

You will build deep knowledge of complex customer environments, collaborate with Forward Deployed Engineers and product teams, and communicate clearly with customers about status and timelines.

Qualifications

• Proven track record of owning and resolving technical issues in a production environment.
• Solid fundamentals in software engineering, with the ability to read code and make small fixes.
• Strong communication skills and the ability to earn trust with engineers daily.
• Attention to detail and a first-principles approach to diagnosing issues in complex real-world systems.
• Experience supporting software in a customer-facing, mission-critical setting.

Responsibilities

• Own ongoing support and maintenance for production workflows.
• Triage and resolve escalations, looping in engineering only when a fix requires it.
• Make small fixes directly, without requiring a full rebuild from the original engineering team.
• Build deep working knowledge of our most complex customer environments to ensure nothing is lost in handoff.
• Collaborate closely with Forward Deployed Engineers and product to flag patterns or recurring issues that point to bigger gaps.
• Communicate clearly and consistently with customers on the status of issues and fixes.

Skills

Production workflow ownership

Code-reading & small fixes

Clear communication

Attention to detail

Customer-facing support

Job description

Luminai is seeking a Senior Support Engineer to own production workflows as they move from active development into steady-state operations. You will triage escalations, resolve issues, and implement small fixes directly without full rebuilds, ensuring reliability for enterprise customers.

You will build deep knowledge of complex customer environments, collaborate with Forward Deployed Engineers and product teams, and communicate clearly with customers about status and timelines.