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Manager, Customer Support Engineering

Lumafield

Job Location:

San Francisco, CA - USA

Monthly Salary: Not provided by the employer

Posted: 29 September 2026 (Yesterday)

Application Deadline: 27 December 2026

Vacancies: 1 Vacancy

Job Summary

About Lumafield:

Lumafield was founded in 2019 to upgrade manufacturing.

We are engineers with deep experience across the product development cycle from initial ideas to shipping hardware across industries and specializations who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it.

Engineers make million-dollar decisions every day and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products as well as AI-driven tools that highlight problems and generate quantitative data Lumafield promises to revolutionize the way complex products are created manufactured and used across industries. We started with industrial CT scanning which for us was the most valuable but underutilized tool in the manufacturing toolbox enabling us to rapidly inspect essential components non-destructively.

We rebuilt the whole system from X-ray capture to computer vision analysis to web-based collaboration to the entire business model making the most advanced manufacturing tech more accessible to every industry. Our company like our platform is designed for upgrades. Were building for greater intelligence autonomy and speed. For deeper vision operational excellence and powerful insights. And then well upgrade it all again.

Lumafield is headquartered in San Francisco CA. and has an office in Cambridge MA.

About the role:

As the lead of Customer Support you will own customer issues from first response through resolution. The team handles technical troubleshooting and advises customers on applying our solutions to their use case. Support is the fastest and most frequent touchpoint customers have with Lumafield and the technical backbone other customer-facing teams rely on.

The role is technical and hands-on. Lumafields platform spans hardware firmware embedded applications and cloud software and support triages issues across all of it. You will set the standard for how the team investigates problems escalates them and communicates back to the customer.

You will work with Customer Success Managers on account health and escalation and with internal engineering teams to triage issues close the loop on fixes and feed field signal back to Product. You will own the reporting on support performance and use it to get ahead of problems before they reach a customer.

What youll do:

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.

About you:

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 customers position credibly to internal engineering teams.
Comfortable working across commercial product and multiple engineering disciplines and able to keep issues moving across team boundaries.

Bonus:

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.

Lumafield offers both competitive cash and equity compensation as well as a health & wellness stipend 401k parental leave flexible PTO commuter benefits company wide events and more!

Lumafield is committed to building a team that represents a variety of backgrounds perspectives and skills because the more inclusive we are the better our work will be. Do you feel like your skills dont meet every single requirement listed We encourage you to apply anyway If youre excited about our technology the opportunity and are eager to learn more wed love to hear from you!

In keeping with our beliefs and goals no employee or applicant will face discrimination or harassment based on: race color ancestry national origin religion age gender marital domestic partner status sexual orientation gender identity disability genetic information or veteran status.

Reach out if you want to be a part of what we are building.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

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