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Manager, Customer Support Engineering
Lumafield
San Francisco, USA
Full-time
Senior Level
Onsite
Discovered 1 weeks ago
Free
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- 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.
- 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.
- 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.
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