Customer Support Engineer
Customer Support Engineer
Posted on :
10-06-2025
Employer Active
1 Vacancy
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Job Description
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. Were building for greater intelligence autonomy and speed. For deeper vision operational excellence and powerful insights. And then well 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 Lumafields 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.
What youll do:
- 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 Lumafields 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
About you:
- Bachelors 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
Bonus points:
- 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 dont meet every single requirement listed We encourage you to apply anyway If youre excited about our technology the opportunity and are eager to learn more wed 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.
Employment Type
Full-Time
Key Skills
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