Technical Support Engineer

LumApps SAS; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Generous Paid Leave

Health Insurance

401k Retirement Plan

Family-Friendly Policy

Team Celebrations & Seasonal Events

Job summary

LumApps is seeking a dedicated Technical Support professional to troubleshoot complex customer issues and guide users through platform features from Austin, TX. You will work with Engineering, Customer Solutions Engineers, and Customer Success Managers to resolve problems and improve the customer experience.

Ideal candidates have strong communication skills, experience with help desk tools, and a proactive approach to documenting issues and solutions.

Qualifications

• Experience in a Technical Support, Customer Support, or similar client-facing role.
• Ability to diagnose and troubleshoot technical issues, including API-related requests.
• Ability to communicate technical concepts effectively to non-technical users.
• Experience using help desk software and other support tools.
• Strong problem-solving and communication skills.
• Ability to provide step-by-step technical guidance, both written and verbal.
• Patience, attention to detail, and diligence when handling complex cases.
• Additional certifications (Microsoft Azure, Google Workspace, Okta, etc.) are a plus.

Responsibilities

• Provide timely support to customers through email and support ticket channels; identify customer needs and guide users in understanding and utilizing platform features.
• Diagnose, troubleshoot, and resolve product-related issues and malfunctions.
• Test, replicate, and investigate a wide range of platform features and reported issues.
• Collaborate cross-functionally with internal teams across multiple time zones.
• Maintain accurate documentation and ensure all issues are properly logged; prioritize and manage multiple open issues.
• Escalate unresolved or complex issues to the appropriate internal teams when necessary.
• Follow up with customers to confirm successful resolutions of technical issues.
• Contribute to internal knowledge bases and documentation with technical insights and customer use cases.

Skills

Technical Support

Client-facing communication

API troubleshooting

Clear written and verbal communication

Help desk software

Problem-solving

Patience and attention to detail

Certifications (Azure, Google) a plus

Job description

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose.

To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,

Transform employees into real ambassadors of their company,

Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,

Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

Team

In this role, you will troubleshoot and resolve complex customer issues, provide thoughtful solutions, and help users better understand and navigate platform features and functionality. You will work closely with cross-functional teams, including Engineering, Customer Solutions Engineers, and Customer Success Managers, to investigate issues, share insights, and improve the overall customer experience.

Missions

What you will do:

• Provide timely support to customers through email and support ticket channels Identify customer needs and guide users in understanding and utilizing platform features
• Diagnose, troubleshoot, and resolve product-related issues and malfunctions
• Test, replicate, and investigate a wide range of platform features and reported issues
• Collaborate cross-functionally with internal teams across multiple time zones
• Maintain accurate documentation and ensure all issues are properly logged Effectively prioritize and manage multiple open issues simultaneously
• Escalate unresolved or complex issues to the appropriate internal teams when necessary
• Follow up with customers to confirm the successful resolution of technical issues Contribute to internal knowledge bases and documentation by capturing technical insights, solutions, and customer use cases
• Lead and contribute to initiatives aimed at improving support team efficiency and the overall customer experience

On-Call Duties

Participation in the rotating on-call schedule is voluntary, and team members who choose to participate may be required to respond to urgent issues or emergencies outside of regular business hours.

Skills

• Experience in a Technical Support, Customer Support, or similar client-facing role
• Ability to diagnose and troubleshoot technical issues, including API-related requests
• Ability to communicate technical concepts effectively to non-technical users
• Experience using help desk software and other support tools
• Strong problem-solving and communication skills
• Ability to provide step-by-step technical guidance, both written and verbal
• Patience, attention to detail, and diligence when handling complex cases
• Additional certifications (Microsoft Azure, Google Workspace, Okta, etc.) are a plus

Why You’ll Love Working at LumApps

At LumApps, we believe in fostering an environment where every team member feels valued, supported, and empowered to thrive. Here's a glimpse of what we offer:

Generous Paid Leave – 25 vacation days (prorated based on hire date), 9 sick days, 10 paid holidays, plus 2 floating holidays

Health Insurance – United Healthcare, 100% employer-paid benefits from day 1

401k Retirement Plan – We match 100% of your contribution up to 4%

Family-Friendly Policy – Inclusive maternity & paternity leave

Team Celebrations & Seasonal Events – Because culture matters

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.