Description
DESCRIPTON FIELD
Imagine having an enterprise-grade AppStore at work , one that ensures you can easily search, request, and gain access to any app you need, precisely when you need it. No more long waiting times with outstanding IT requests.
Lumos is solving the app and access management challenges for organisations of all sizes through a unified platform. Our fast-growing startup is pioneering the way to untangle the complex web of app and access management by building the critical infrastructure that defines relationships between app, identities and data.
As a Support Engineer (EST) at Lumos, you have the opportunity to be one of the first 5 folks building out our support organisation. Partnering with the Solutions Engineering team as well as Customer Success Managers, our goal is to find the equilibrium between quantity and quality, where speed and accuracy are our best offence and defence.
Your Responsibilities
- Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
- Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviours. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
- Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
- Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.
What We Value
We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.
Pay Range
$85,000 - $115,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.
Benefits and Perks
- Remote work culture (+/-4 hours Pacific Time)
- Medical, Vision, & Dental coverage covered by Lumos
- Company and team bonding trips throughout the year fully covered by Lumos
- Flexible PTO, with minimum time off to make sure you are rested and able to be at your best
- Up to 16 weeks for expecting parents
- Monthly wellness stipend
- 401k matching plan