Senior Support Engineer

Openkrill; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

LUMINAI is seeking a Senior Support Engineer to own, maintain, and improve customer workflows as they move from active build into steady state. The role focuses on production environments where AI automations run at scale across health systems and other large deployments.

You will work to triage, resolve escalations, and implement small fixes directly, while building deep knowledge of complex customer environments and coordinating with engineers and product teams to address patterns and gaps.

Qualifications

• Proven track record of owning and resolving technical issues in production.
• Strong fundamentals in software engineering; able to read code and do small fixes.
• Excellent communication; builds trust with engineers daily.
• Attention to detail and first-principles problem solving in complex systems.
• Experience supporting software in a customer-facing, mission-critical setting.

Responsibilities

• Own ongoing support and maintenance for production workflows after development.
• Triage and resolve escalations; loop in engineering when needed.
• Make small fixes directly without full rebuild.
• Develop deep working knowledge of complex customer environments.
• Collaborate with Forward Deployed Engineers and product to flag gaps or recurring issues.
• Communicate status of issues and fixes clearly to customers.

Skills

Production experience

Code reading

Communication

Problem solving

Job description

ABOUT LUMINAI

Healthcare operations have always depended on people to bridge the gaps that technology couldn't. It relies on complex manual work to carry out critical internal processes, yet most health systems don’t have enough resources to properly automate these tasks, leaving them stuck in outdated, labor-intensive SOPs.

Luminai structures the chaos, automates the manual handoffs, and deploys end-to-end workflows across every system, providing the integrated intelligence layer to improve processes over time. By delegating to autonomous AI systems those mission-critical workflows that previously expended valuable human time, Luminai allows doctors and administrators to do what they do best: Focus on Patients.

We've raised $60M in funding, including our recent Series B led by Peak XV Partners (formerly Sequoia India), with participation from healthcare-focused Define Ventures and continued support from General Catalyst and Y Combinator. We're backed by some of the best investors in Silicon Valley, including Kevin Weil (Chief Product Officer at OpenAI), Arash Ferdowsi (co-founder of Dropbox), Katie Stanton (former VP Global Media, Twitter), and CEOs of companies such as Flexport, Notion, Front, Ramp, and Twitch.

ABOUT THE ROLE

As a Senior Support Engineer working on production operations, you will play a foundational role in owning, maintaining, and improving customer workflows once they move from active build into steady state. The platform is used by organizations worldwide to deploy and scale executable AI automations in mission critical production environments, including large enterprise health systems like Cleveland Clinic https://www.fiercehealthcare.com/ai-and-machine-learning/how-cleveland-clinic-working-startup-luminai-test-how-ai-can-run-hospital. You are expected to have a strong proficiency in fundamentals of software engineering, a willingness to pick up deep context on complex production systems, and an ability to work independently in ambitious environments.

WHAT YOU’LL DO

• 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.

WHAT WE’RE LOOKING FOR

• 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