Technical Support Engineer - Remote

Overview

Lumana is on a mission to empower organizations by unlocking the value of their visual data — not just record the world, but to actually understand it and extract meaningful insights. Our AI video security platform delivers unmatched visibility and control, helping customers enhance security and safety, streamline operations, and respond instantly when it matters most.

In Short

• Own field diagnostics and resolution of technical issues involving networking, edge devices, and system integration.
• Support system performance by identifying root causes and proactively preventing potential failures.
• Manage detailed logs of investigations, solutions, and technical documentation.
• Coordinate testing and validation of new hardware/software in real-world conditions.
• Partner cross-functionally with Engineering, QA, and Product teams to surface bugs and improve reliability.
• Develop scripts and tools to automate diagnostics and support tasks.
• Contribute to internal knowledge bases, support docs, and technical resources.

Requirements

• 3+ years in technical support, system engineering, or IT operations roles
• Bachelor’s degree in Computer Science, Networking, Systems Engineering, or related field
• Strong grasp of network protocols and infrastructure: TCP/IP, DNS, DHCP, VLANs, NAT, TLS, PoE, Ethernet, firewalls, routers, switches
• Demonstrated ability to troubleshoot under pressure with urgency and precision
• Strong analytical and documentation skills

Benefits

• Competitive Pay: A strong base salary that reflects your experience, impact, and market value
• Equity & Upside: Own a piece of what you're building with meaningful equity in a fast-growing startup
• Tools that Work for You: Get access to top-tier tech and a fully equipped workspace—both in-office and at home
• Hybrid Flexibility: Enjoy a balanced schedule with two remote workdays each week after ramp-up
• Product Influence: Your voice matters—your hands-on feedback directly shapes our product roadmap