Customer Support Engineer

About Lumafield:

Lumafield was founded in 2019 to upgrade manufacturing.

We are engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it.

Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively.

We rebuilt the whole system, from X-ray capture, to computer vision analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. Our company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper vision, operational excellence, and powerful insights. And then we'll upgrade it all again.

Lumafield is headquartered in Cambridge, MA, and has an office in San Francisco, CA.

About the role:

Lumafield is deploying products into manufacturing facilities, quality lines, and engineering environments globally, and is thus building out a customer support team to act as the knowledgeable and professional front line contacts for customers seeking real time help and training.

Customer Support Engineers will possess in-depth knowledge of Lumafield’s hardware and software products, work with all other customer facing teams as needed to communicate and coordinate on customer issues, and work closely with engineering to resolve issues and document learnings. You will manage your work in a customer support platform, contribute to standard metrics for the team, as well as help improve our Knowledge Base of self-serve material.

• Serve as a frontline technical expert by responding to and resolving customer support issues through multiple channels (email/ tickets, calls etc.), consistently meeting or exceeding SLAs while delivering an exceptional customer experience
• Develop expertise in Lumafield’s hardware and software systems, with an emphasis on software, mastering troubleshooting and working with internal technical experts to solve customer problems
• Collaborate with engineering, product, and R&D teams to investigate, reproduce, and document software bugs, hardware malfunctions, and edge cases
• Drive continuous improvement by analyzing support metrics, ticket patterns, and customer feedback, and contributing to customer facing Support Center
• Participate in on-call rotations to provide critical support for production customers, in accordance with service level agreements
• Be part of building and improving customer support workflows, triage processes, and escalation pathways to set up the team to scale

• Bachelor’s degree in Engineering, Computer Science, or equivalent experience
• 3+ years experience working in a technical customer-facing support role OR 3+ years of experience as a manufacturing, mechanical, industrial, or networking engineer
• Demonstrated troubleshooting skills across software and/or hardware systems in complex technical environments
• Experience reviewing log data
• Customer-centric mindset paired with excellent verbal and written communication skills
• Ability to manage multiple concurrent priorities and communication across cross-functional teams

• Experience with imaging systems, metrology equipment, or manufacturing inspection tools
• Experience supporting customers in regulated industries (medical devices, aerospace and defense)
• Familiarity with common networking protocols and/or OT (operational technology) network management

Lumafield offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more!

Lumafield is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you!

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status.

Reach out if you want to be a part of what we are building.