Manager of Customer Support Engineering

Join Lumafield as the Manager of Customer Support Engineering. In this hands-on technical role, you will lead the customer support team, handling technical troubleshooting and advising customers on applying our solutions to their use case. You will work closely with Customer Success Managers and internal engineering teams, and take full ownership of customer issues from first response to resolution. You will also manage, coach, and develop the team, and continuously improve the support system and reporting.

Assumer la responsabilité des problèmes et des demandes des clients, de la première réponse à la résolution, en dirigeant les enquêtes sur les causes profondes et les chemins d'escalade.

Responsibilities

• Gérer, coacher et développer l'équipe, en établissant des normes élevées en matière de rigueur technique, de professionnalisme et d'empathie dans chaque interaction avec le client.
• Travailler en collaboration avec les responsables du succès client et les équipes d'ingénierie internes pour trier les problèmes, fermer la boucle sur les corrections et transmettre les signaux du terrain au produit.
• A builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needs

Requirements

• Comfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services
• 6+ years in customer success engineering, support or solution engineering, or a comparable customer-facing technical function
• Exquisite communicator who is able to explain technical problems to customers clearly under pressure, manage tone and expectations, and also represent the customer’s position credibly to internal engineering teams
• Comfortable working across commercial, product, and multiple engineering disciplines, and able to keep issues moving across team boundaries

At least 2+ year of people management experience

• Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway
• Background supporting a product that spans embedded systems and cloud software rather than software alone
• Familiarity with industrial equipment, metrology systems, or particularly x-ray emitting equipment
• Experience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive

Preferred

• Experience scaling a support function, including scaling coverage models