Technical Support Engineer

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.

Founded in 2021, we are backed by tier-one Silicon Valley investors with deep team expertise in AI, computer vision, and machine learning. We are one of the fastest-growing video security companies and recently raised the largest Series A within our industry. We’ve built the most intelligent video security solution on the market — one that sees what matters, acts fast, and prevents what used to be inevitable.

At Lumana, teams are small, dynamic, and trusted to lead. We think big, move fast, and execute like owners — because we are. Your impact here won’t be filtered. It will be visible, lasting, and real.

Description

The Technical Support Engineer will ensure the reliability and performance of our deployed systems. In this hands-on role, you’ll troubleshoot complex hardware and software issues across our full stack—including networking, edge devices, and cloud-connected components. You'll partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness.

Location

New York / New Jersey (Remote)

Compensation

This role may be leveled at Support Engineer I, II, or Senior, depending on experience, scope, and demonstrated impact. Final leveling and compensation are based on relevant experience, technical expertise, and alignment with business needs, and may include equity.

• Support Engineer (3 yrs): $85,000–$100,000, based on leveling and experience.

Responsibilities

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.
  

• Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.
  

• Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.
  

• Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.
  

• Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.
  

• Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.
  

• Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.
  

• Coordinate testing and validation of new hardware and software in production-like, real-world environments.
  

• Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.
  

• Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.

We don’t do cookie-cutter. If you’ve got the grit, the drive, and the track record—especially in security or AI—we want to hear from you. Even if you don’t check every box, let’s talk.

Requirements

Must Have

• 1–3 years of experience in technical support, systems engineering, networking, or IT operations

• Foundational understanding of networking concepts and protocols (e.g., TCP/IP, DNS, DHCP, VLANs, NAT, TLS, Ethernet, PoE)

• Ability to troubleshoot technical issues with urgency, structure, and sound judgment in live environments

• Strong analytical thinking and clear documentation skills

• Willingness and aptitude to learn new technologies across networking, infrastructure, and edge systems

• Experience supporting IP camera systems, video platforms, or edge-connected devices

• Familiarity with Linux-based environments

• Exposure to scripting or automation (Python or similar)

• Relevant certifications such as CCNA, Network+, or Security+

✍️ Hiring Philosophy

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.

• We aim to provide both product & industry expertise whenever we interact with prospects and customers.

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

• We value a strong sense of ownership, principled thinking over experience, and thoughtful communication.

Our Interview Process

We keep it focused and respectful of your time—our typical process includes:

• 45-minute conversation with our Talent team to learn more about your background and share what we’re building

• Take-home technical assessment (approximately 1 hour)

• 45-minute peer technical interview to review your assessment and discuss collaboration with the team

• 60-minute final conversation with our executive team

✨ What We Offer

We believe great talent deserves great support. Here’s how we invest in you:

• Competitive Pay: Strong base salary

• Equity & Upside: Own a piece of what you're building

• Tools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not admin

• Remote-First Flexibility: Work from where you're most effective, with teammates around the globe

• Product Influence: Your voice matters—sales feedback directly shapes our roadmap

For U.S.-Based Teammates:

• Health & Wellness: Full medical, dental, and vision coverage

• Time Off: 15 days PTO, sick time, and paid holidays

• Financial Benefits: 401(k) with employer match + meaningful equity

• Parental Leave: Paid time off for growing families

• Home Office Setup: Stipend + high-performance gear so you’re set up to win

Lumana is an equal opportunity employer

‍We are committed to providing equal employment opportunities to all individuals regardless of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis protected by law.

Recruitment Fraud Alert: All Lumana hiring communications come from @lumana.ai — we never ask for payment or personal banking info.

Recruiters & Agencies: Lumana does not accept unsolicited resumes from agencies without a signed agreement and will not pay related fees.