Technical Support Engineer

Summary

Lumana helps organizations turn video into action through an AI video security platform that improves safety, strengthens security, and enables faster response. The Technical Support Engineer will troubleshoot and resolve hardware, software, networking, edge device, and cloud-connected system issues while partnering with field teams, Engineering, and QA to improve platform reliability and documentation.

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
• Other duties may be assigned

Skills

• 1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivity
• Bachelor's degree in Computer Science, Networking, Systems Engineering, or related field
• Demonstrated ability to troubleshoot under pressure with urgency and precision
• Strong analytical and documentation skills
• Experience supporting IP camera systems or edge-connected devices
• Familiarity with Linux-based systems
• Comfort scripting in Python or similar automation tools
• Relevant certifications (CCNA, Network+, Security+)

Qualifications

Must Haves

• 1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivity
• Bachelor's degree in Computer Science, Networking, Systems Engineering, or related field
• Demonstrated ability to troubleshoot under pressure with urgency and precision
• Strong analytical and documentation skills

Nice to Haves

• Experience supporting IP camera systems or edge-connected devices
• Familiarity with Linux-based systems
• Comfort scripting in Python or similar automation tools
• Relevant certifications (CCNA, Network+, Security+)

Benefits

• Meaningful equity in a fast-growing startup
• Access to top-tier tech and a fully equipped workspace—both in-office and at home
• Hybrid flexibility with two remote workdays each week after ramp-up
• Comprehensive medical, dental, and vision coverage
• 15 days PTO, 10 paid holidays, and sick leave
• 401(k) with 4% employer match
• Equity (ISO) in a fast-growing startup
• Flexible hybrid/remote work arrangements depending on role
• Paid parental leave for new parents
• $500 home office stipend and top-tier equipment provided