Senior Production Support Engineer - AI Workflow Automation

Luminai; San Mateo (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Luminai is seeking a Senior Support Engineer to own and maintain production workflows, ensuring smooth handoffs from active development to steady state. The role requires strong software fundamentals, ability to read code, and clear customer-facing communication in a global, AI-driven health tech platform.

You will triage escalations, perform small fixes directly, and work with Forward Deployed Engineers to identify patterns that indicate broader gaps.

Qualifications

• Proven track record of owning and resolving technical issues in a production environment.
• Solid fundamentals in software engineering, with enough fluency to read code and make small fixes yourself.
• Strong communication skills and an ability to earn trust working closely with engineers day to day.
• 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 once they move out of active development.
• Triage and resolve escalations, looping in engineering only when a fix requires it.
• Make small improvements and 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 support

Code reading

Communication

Troubleshooting

Job description

Luminai is seeking a Senior Support Engineer to own and maintain production workflows, ensuring smooth handoffs from active development to steady state. The role requires strong software fundamentals, ability to read code, and clear customer-facing communication in a global, AI-driven health tech platform.

You will triage escalations, perform small fixes directly, and work with Forward Deployed Engineers to identify patterns that indicate broader gaps.