Key skills
Technical support engineeringTroubleshooting distributed systemsNetworking fundamentalsLinux-based systemsAPIsPythonScriptingAutomation toolsIndustry certificationsCustomer-centric mindsetcommunication skillsAISaaSCommunicationSales
About this role
Lumana is on a mission to empower organizations by unlocking the value of their visual data through their AI video security platform. As a Solutions Engineer, you will act as a key technical partner for customers, guiding them through evaluations and deployments while collaborating with Sales and Technical Support.
Responsibilities:
- Lead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical components
- Act as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configuration
- Own high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term prevention
- Partner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalations
- Influence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to Engineering
- Communicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writing
- Author and maintain high-quality technical documentation, knowledge base articles, and internal runbooks
- Help design and implement scalable tools, processes, and workflows that elevate support maturity as the company grows
- Stay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and security
Requirements:
- 5+ years of experience in technical support engineering, systems engineering, network engineering, or a related technical role
- Strong, hands-on expertise troubleshooting distributed systems across networking, hardware, and software layers
- Deep understanding of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VLANs, TLS/HTTPS, 802.11, firewalls, Ethernet/cabling, PoE, and Layer 2 networking concepts
- Experience working with Linux-based systems in production environments
- Proven ability to independently diagnose complex issues and drive them to resolution
- Strong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiences
- Customer-centric mindset with demonstrated ownership, prioritization, and follow-through in fast-paced environments
- Bachelor's degree in a technical discipline (or equivalent practical experience)
- Experience supporting enterprise customers in SaaS, IoT, security, or cloud-managed platforms
- Familiarity with APIs, Python, scripting, or automation tools
- Experience collaborating closely with Product and Engineering teams on bug triage and roadmap feedback
- Exposure to building or scaling support tools, workflows, or internal platforms
- Industry certifications such as CCNA/CCNP, Network+, Security+, CWNA, MCSE, or CEH