Manager, Customer Support Engineering

About the role:

As the lead of Customer Support, you will own customer issues from first response through resolution. The team handles technical troubleshooting and advises customers on applying our solutions to their use case. Support is the fastest and most frequent touchpoint customers have with Lumafield, and the technical backbone other customer-facing teams rely on.

The role is technical and hands-on. Lumafield's platform spans hardware, firmware, embedded applications, and cloud software, and support triages issues across all of it. You will set the standard for how the team investigates problems, escalates them, and communicates back to the customer.

You will work with Customer Success Managers on account health and escalation, and with internal engineering teams to triage issues, close the loop on fixes, and feed field signal back to Product. You will own the reporting on support performance and use it to get ahead of problems before they reach a customer.

What you'll do:

• Manage, coach, and develop the team, setting the bar for technical rigor and professionalism and empathy in every customer interaction. This includes hiring responsibilities.
• Take full ownership of customer issues and inquiries from first response to resolution, including driving root cause investigations, escalation paths, ownership handoffs, and close communication to customers.
• Review and triage issues, which may include reviewing logs, debuggers, and reproduction environments to isolate root cause before escalating.
• Maintain and continuously improve the support system, reporting, and data management. Use data to identify systemic issues early; customer support supplies data to multiple parts of the engineering team
• Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends observed in the field.
• Partner with Customer Success Managers on escalations, at-risk accounts, and the handoff between support interactions and broader account strategy.

About you:

• 6+ years in customer success engineering, support or solution engineering, or a comparable customer-facing technical function
• At least 2+ year of people management experience
• A builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needs
• Comfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services.
• Exquisite communicator who is able to explain technical problems to customers clearly under pressure, manage tone and expectations, and also represent the customer’s position credibly to internal engineering teams.
• Comfortable working across commercial, product, and multiple engineering disciplines, and able to keep issues moving across team boundaries.

Bonus:

• Background supporting a product that spans embedded systems and cloud software rather than software alone
• Experience scaling a support function, including scaling coverage models.
• Familiarity with industrial equipment, metrology systems, or particularly x-ray emitting equipment
• Experience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive.