Lumia-Technical Support Specialist

About Us

Lumia enables organisations to innovate confidently, knowing AI is safe to use by default.

Lumia is the AI Usage Control platform built for how enterprise AI is expanding. The platform governs employees using AI and autonomous agents acting across every business function. Its Protocol Analysis Engine provides the depth and adaptability to govern AI wherever it goes next.

Join Lumia, backed by Team8 and NewEra, where you'll be part of this growing team solving the next AI security challenges at scale. Work in a fast-paced, dynamic environment supporting a product that blends AI, security, and high-performance distributed systems. Collaborate with a tight-knit, passionate team where your ideas matter, your impact is huge, and every day brings something new.  

About the Role

We're looking for a Technical Support Specialist to join our team and provide world-class support to our customers. This role requires availability aligned with US West Coast business hours (PST/PT), as you'll be supporting customers and internal teams in that time zone.

What You'll Do

• Serve as the first point of contact for customer inquiries via email, chat, and ticketing systems
• Troubleshoot technical issues related to our platform, including configuration, integration, and connectivity questions
• Reproduce and document bugs, working closely with Engineering and Product teams to drive resolution
• Maintain and improve our knowledge base, FAQs, and support documentation
• Track and manage support tickets, ensuring SLAs are met
• Escalate complex technical issues to the appropriate teams while maintaining ownership of the customer relationship
• Gather and relay customer feedback to help shape product improvements
• Monitor system health and alerts, flagging anomalies as needed

Requirements

What We're Looking For

•  3-5 years of experience in a technical support, customer support, or helpdesk role. SaaS/security experience is a plus. 
• Basic technical understanding — comfort with concepts like APIs, logs, cloud environments, networking basics, or willingness to learn quickly
•  Strong written and verbal communication skills in English
•   Excellent problem-solving skills and a customer-first attitude
•   Ability to work independently in a remote environment
• Availability during US West Coast hours (PST/PT) — this is a core requirement of the role
• Comfortable working with ticketing systems (Zendesk, Hubspot, Intercom, or similar)

Nice to Have

• Familiarity with cybersecurity concepts (threat detection, SOC operations, SIEM tools)
• Basic scripting or command-line experience
• Experience supporting AI/ML-based products

The expected base salary for this role is $75,000-$80,000. This is a good-faith estimate, but does not include equity or other forms of compensation. Pay will be based on experience level, but those outside of the salary band are welcome to apply.