Manager, Customer Support Engineering

Lumafield
San Francisco
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Technical rigor","Professionalism","Empathy","Communication","Root cause investigation","Data-driven decision-making","Cross-functional collaboration","Stakeholder management"]

Lead Lumafield’s customer support engineering function, owning customer issues from first response to resolution. You’ll manage, coach, and develop a technical team that troubleshoots across hardware, firmware, embedded applications, and cloud software. Set standards for investigation, escalation, and customer communication, partner with Customer Success and engineering teams to close the loop on fixes, and drive support performance reporting to prevent recurring problems.

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FursaFursa
Lumafield
Lumafield
2 days ago

Manager, Customer Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead Lumafield’s customer support engineering function, owning customer issues from first response to resolution. You’ll manage, coach, and develop a technical team that troubleshoots across hardware, firmware, embedded applications, and cloud software. Set standards for investigation, escalation, and customer communication, partner with Customer Success and engineering teams to close the loop on fixes, and drive support performance reporting to prevent recurring problems.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage, coach, and develop the customer support engineering team, setting expectations for technical rigor and customer empathy (including hiring responsibilities).
  • •Own customer issues end-to-end from first response to resolution, driving root-cause investigations, escalation paths, and customer communication.
  • •Review and triage issues by examining logs, debuggers, and reproduction environments to isolate root cause before escalating.
  • •Continuously improve the support system, reporting, and data management to identify systemic issues early and inform engineering teams.
  • •Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends, partnering with Customer Success on escalations and at-risk accounts.

Pay and Benefits

Perks:Wellness Stipend401kParental LeavePaid LeaveCommuter Benefits

Key Requirements

  • •6+ years in customer success engineering, support, or solution engineering (or comparable technical customer-facing role).
  • •2+ years of people management experience.
  • •Experience building support systems, processes, and data reporting aligned to team and business needs.
  • •Comfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services.
  • •Background supporting products spanning embedded systems and cloud software, plus experience scaling a support function.
Experience:6+ yearsCustomer support engineeringSolution engineeringEmbedded systemsCloud softwareIndustrial equipmentRegulated industries
Skills:Technical rigorProfessionalismEmpathyCommunicationRoot cause investigationData-driven decision-makingCross-functional collaborationStakeholder management
Tech Stack:LogsDebuggersFirmwareLinuxEmbedded systemsCloud servicesX-ray emitting equipmentMetrology

Company Brief

Lumafield
Provides industrial 3D X-ray (CT) scanning hardware and software with AI-powered analytics for nondestructive inspection, quality assurance, and reverse engineering across manufacturing and electronics industries.
Industry: Industrial Machinery
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Cambridge, United States
WebsiteLinkedIn