{"id":4052946,"url":"https://alion.io/job/lumana-technical-support-engineer-team-lead","title":"Technical Support Engineer Team Lead","company":{"id":3491,"name":"Lumana","domain":"lumana.ai","url":"https://alion.io/company/lumana","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Caesarea, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-11-11T02:49:55Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T02:52:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.\nFounded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.\nDescription\nWe’re looking for a hands-on Technical Support Engineer Team Lead to guide our support team in Caesarea while helping customers in Israel and around the world get the most from Lumana’s AI-powered video analytics platform.\nYou’ll take ownership of customer issues from initial diagnosis through resolution, including complex escalations involving cameras, networks, and video systems. You’ll also help the team build strong support practices: clear ticket workflows, useful documentation, effective collaboration, and consistent communication with customers and internal teams.\nThis is a working lead role. You’ll balance team guidance and support operations with direct technical troubleshooting and customer engagement.\nWhat You’ll Do\nLead, coach, and support the technical support team, helping team members develop their troubleshooting and customer communication skills.\n\nTake ownership of complex customer issues and escalations, driving them from initial investigation through resolution.\n\nDiagnose issues across networks, cameras, and video systems; gather relevant evidence and coordinate next steps with customers and internal teams.\n\nCommunicate clearly with customers in Israel and abroad, setting expectations and keeping them informed throughout the resolution process.\n\nManage support tickets and workflows in Zendesk and Jira, helping the team maintain clear ownership, prioritization, and follow-through.\n\nIdentify recurring issues and patterns in support cases, then share findings with Product, Engineering, and other relevant teams.\n\nImprove support processes and documentation so the team can resolve issues consistently and customers can get help efficiently.\n\nHelp establish and maintain a high standard for customer experience as Lumana and its support needs grow.\n\nWhat Success Looks Like\nCustomers receive clear, timely communication and feel that their issues have an accountable owner.\n\nComplex technical issues move through a structured investigation toward resolution.\n\nThe support team has strong day-to-day guidance, clear workflows, and useful documentation.\n\nRecurring issues are surfaced to the teams best positioned to address them.\n\nSupport operations keep pace with the needs of a growing, global customer base.\n\nWhat This Role Is-and Isn’t\nThis is a hands-on leadership role for someone who enjoys solving technical problems and helping others do the same. It includes direct customer support, escalations, team guidance, and improving how support work gets done. It is not limited to assigning tickets or managing dashboards.\nWhat We’re Looking For\nMust Have\nAt least five years of experience in technical support in a fast-paced start-up. A minimum of one year of team leadership experience.\n\nExperience leading a team or providing day-to-day technical guidance to teammates.\n\nHands-on knowledge of networks and cameras.\n\nExperience supporting customers in Israel and internationally.\n\nExperience using Zendesk and Jira to manage support cases and workflows.\n\nStrong troubleshooting skills and the ability to work methodically from diagnosis through resolution.\n\nA customer-focused approach, with clear written and verbal communication.\n\nProfessional working proficiency in English.\n\nExperience with video security, video management systems, or video analytics.\n\nExperience supporting edge devices or camera deployments in customer environments.\n\nExperience building support documentation, escalation processes, or team workflows.\n\nHow We Work\nAt Lumana, small teams take meaningful ownership. That means being ready to work through ambiguity, stay close to customer needs, and follow problems through rather than handing them off without context. We value thoughtful communication, principled judgment, and collaboration across teams and locations. The pace can be demanding, and priorities may shift as customer needs and the business evolve.\nWhat We Offer\nFood allowance: 10Bis allowance.\n\nTime off: competitive annual vacation, paid sick leave, and observed holidays.\n\nFinancial benefits: Keren Hishtalmut (study fund) and equity eligibility.\n\nHybrid flexibility: Two remote workdays per week.\n\nWork setup: Office equipment and a home office stipend.\n\nOur Interview Process\nWe’ll share the interview steps, participants, and any preparation expectations with you at the start of the process. We aim to keep the process focused and respectful of your time.\nEqual Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.\nInterview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.\nRecruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.\nAgencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.","description_format":"text","description_chars":5298,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Equity","Home office"],"hiring_locations":[{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Video Surveillance"],"lifecycle":[{"event":"open","at":"2026-11-11T02:52:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":34,"reasons":["conf:2","win:early"],"computed_at":"2026-11-11T05:41:12Z"},"pay":null,"html_url":"https://alion.io/job/lumana-technical-support-engineer-team-lead","json_url":"https://alion.io/job/lumana-technical-support-engineer-team-lead.json","meta":{"generated_at":"2026-11-11T05:41:12Z","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_verified","counted_by":"address","units_charged":1,"used_today":7585,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":3491},"rest":"https://alion.io/mcp/rest/get_company?id=3491"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flumana-technical-support-engineer-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Flumana-technical-support-engineer-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Flumana-technical-support-engineer-team-lead"},{"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/lumana-technical-support-engineer-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flumana-technical-support-engineer-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4052946}},{"tool":"search_jobs","arguments":{"company":"lumana.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4052946},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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