Technical Support Engineer

As a Technical Support Engineer at LumApps in Austin, TX, you will help customers move forward by troubleshooting complex product issues and guiding them through platform features. The role focuses on resolving technical problems quickly, documenting what you learn, and collaborating with internal teams to improve the overall customer experience.

You’ll be the link between customer-reported issues and the right internal solutions, using both investigation and clear communication to confirm when a resolution works.

What you’ll do

• Provide timely customer support via email and support ticket channels
• Identify customer needs and guide users in understanding and utilizing LumApps platform features
• Diagnose, troubleshoot, and resolve product-related issues and malfunctions
• Test, replicate, and investigate a wide range of platform features and reported issues
• Collaborate cross-functionally with internal teams across multiple time zones
• Maintain accurate documentation, ensure all issues are properly logged, and prioritize multiple open cases at once
• Escalate unresolved or complex issues to the appropriate internal teams when needed
• Follow up with customers to confirm successful resolution of technical issues
• Contribute to internal knowledge bases by capturing technical insights, solutions, and customer use cases
• Lead and contribute to initiatives focused on improving support team efficiency and customer experience
• Participate in a rotating on-call schedule that is voluntary; participating team members may be required to respond to urgent issues or emergencies outside regular business hours

What you bring

• Experience in a Technical Support, Customer Support, or similar client-facing role
• Ability to diagnose and troubleshoot technical issues, including API-related requests
• Ability to communicate technical concepts clearly to non-technical users
• Experience using help desk software and other support tools
• Strong problem-solving skills and effective communication
• Capability to provide step-by-step technical guidance, both written and verbal
• Patience, attention to detail, and diligence when working complex cases
• Additional certifications (Microsoft Azure, Google Workspace, Okta, etc.) are a plus

Tools & technologies

• API-related requests
• Microsoft Azure
• Google Workspace
• Okta
• Google
• Microsoft

Benefits

• Generous Paid Leave – 25 vacation days (prorated based on hire date), 9 sick days, 10 paid holidays, plus 2 floating holidays
• Health Insurance – United Healthcare, 100% employer-paid benefits from day 1
• 401k Retirement Plan – 100% match of your contribution up to 4%
• Family-Friendly Policy – Inclusive maternity & paternity leave
• Team Celebrations & Seasonal Events – Culture-focused events throughout the year

Team collaboration

You will troubleshoot and resolve complex customer issues while helping users understand and navigate LumApps platform features and functionality. You will work closely with cross-functional teams, including Engineering, Customer Solutions Engineers, and Customer Success Managers, to investigate issues, share insights, and improve the customer experience.