Support Engineer (CST)
Skills
- Strong written and verbal communication tailored to technical and non-technical audiences
- Proven technical troubleshooting skills in SaaS environments
- Experience with ticketing systems and knowledge base creation
- Customer empathy and professional client-facing experience
- Ability to collaborate cross-functionally with product and engineering teams
- Comfort working in a fast-paced, high-change startup environment
- Time zone overlap with Pacific Time (±4 hours)
Responsibilities
- Deliver timely, high-quality support interactions and ensure excellent customer experience
- Troubleshoot complex technical issues across a SaaS platform and clearly document findings
- Create and maintain enablement materials and knowledge base articles
- Partner with Product and Engineering to escalate, validate, and follow up on bugs and feature requests
- Collaborate with Solutions Engineering and Customer Success to streamline processes and handoffs
- Contribute to building support processes, SLAs, and metrics as the team scales
- Provide proactive product feedback and act as the voice of the customer in product discussions
Education
- No specific degree required; equivalent professional experience accepted
- Preferred: Bachelor’s degree in Computer Science, Information Systems, or related field
Benefits
- Fully remote work culture (must overlap ±4 hours Pacific Time)
- Medical, vision, and dental coverage paid by Lumos
- Company and team bonding trips fully covered
- Flexible PTO with minimum time off encouraged
- Up to 16 weeks parental leave for expecting parents
- Monthly wellness stipend
- 401(k) matching plan
Average salary estimate
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