{"id":725518,"url":"https://alion.io/job/lumafield-manager-customer-support-engineering","title":"Manager, Customer Support Engineering","company":{"id":18716,"name":"Lumafield","domain":"lumafield.com","url":"https://alion.io/company/lumafield","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":99000,"max_usd":220000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":542},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-08-26T18:09:59Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-07T02:25:27Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"About the role:\nAs 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.\nThe 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.\nYou 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.\nWhat you'll do:\nManage, coach, and develop the team, setting the bar for technical rigor and professionalism and empathy in every customer interaction. This includes hiring responsibilities.\nTake 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.\nReview and triage issues, which may include reviewing logs, debuggers, and reproduction environments to isolate root cause before escalating.\nMaintain 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\nProvide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends observed in the field.\nPartner with Customer Success Managers on escalations, at-risk accounts, and the handoff between support interactions and broader account strategy.\nAbout you:\n6+ years in customer success engineering, support or solution engineering, or a comparable customer-facing technical function\nAt least 2+ year of people management experience\nA builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needs\nComfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services. \nExquisite 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.\nComfortable working across commercial, product, and multiple engineering disciplines, and able to keep issues moving across team boundaries.\nBonus:\nBackground supporting a product that spans embedded systems and cloud software rather than software alone\nExperience scaling a support function, including scaling coverage models.\nFamiliarity with industrial equipment, metrology systems, or particularly x-ray emitting equipment\nExperience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive.","description_format":"text","description_chars":3211,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","Testing, Inspection & Certification","Industrial AI","Machine Vision & 3D Cameras"],"lifecycle":[{"event":"open","at":"2026-09-11T08:14:24Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.867,"p_room":0.9,"age_days":40,"expected_fill_days":76,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/lumafield-manager-customer-support-engineering","json_url":"https://alion.io/job/lumafield-manager-customer-support-engineering.json","meta":{"generated_at":"2026-10-07T03:09:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4681,"day_limit":5000,"remaining_today":319,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18716},"rest":"https://alion.io/mcp/rest/get_company?id=18716"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flumafield-manager-customer-support-engineering"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flumafield-manager-customer-support-engineering"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flumafield-manager-customer-support-engineering"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lumafield-manager-customer-support-engineering\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flumafield-manager-customer-support-engineering"}]}