Team8

Provide primary technical support and troubleshoot platform issues while collaborating with engineering and product teams. | 3-5 years technical support experience with basic knowledge of APIs, logs, and cloud environments, working US West Coast hours. | 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.

Serve as the primary technical liaison between clients and R&D to manage network installations and resolve complex system issues through advanced diagnostics and advisory. | Proven experience in application support or DevOps-related roles with strong cloud and database query skills, AI tool proficiency, and ability to collaborate internationally. | Location: US-based Remote, East Coast About the Role The Company is seeking an exceptionally technical, autonomous, and customer-centric Forward Deployed Software Engineer. In this pivotal role, you will be the critical bridge between our clients and our Israel-based R&D team. We are looking for a proactive problem-solver who thrives on ownership - someone who can orchestrate network installations, untangle intricate technical anomalies, and guide our clients with absolute confidence. If you are a driven engineer who loves deep-diving into logs and data, acting as the face of engineering for our customers, and leveraging AI to multiply your impact, this is your opportunity to shape our customer experience. Key Responsibilities Advanced Triage & Resolution: Act as the technical first line of defense across our Dashboards, Agents, and cloud infrastructure. Proactively hunt down root causes by investigating system logs, reviewing changes, and isolating deployment errors. Implementation & Infrastructure Management: Spearhead the end-to-end network installations, system configurations, and ongoing technical health for both new and existing The Company clients. Client Advocacy & Advisory: Serve as the trusted technical liaison. Translate complex backend realities into clear, actionable insights, communicating with high professionalism to both technical customer teams and business stakeholders. Cross-Border R&D Synergy: Partner tightly with our R&D team. You will navigate timezone overlaps to coordinate critical off-hours escalations seamlessly, providing engineering with pristine, comprehensive documentation to accelerate Tier-2 resolutions. Deep-Dive Diagnostics: Embrace a fearless, hands-on approach to problem-solving. Autonomously log directly into client environments and navigate databases to investigate, understand, and resolve complex system behaviors. Requirements Requirements & Qualifications Experience: Proven track record in application support, technical support, integration engineering, or a DevOps-adjacent role within a fast-paced environment. Technical Chops: Highly comfortable navigating cloud environments, parsing system logs, and writing database queries. Solid understanding of version control systems and CI/CD deployment lifecycles. AI Tool Proficiency (Must-Have): Adept at utilizing a modern AI toolbox to act as a highly efficient "one-person show." You must know how to leverage AI to streamline workflows, troubleshoot code, parse logs faster, and multiply your daily output. Global Collaboration: Ability to collaborate seamlessly and effectively with a distributed, international team (specifically coordinating with Israel Standard Time). Communication: Exceptional written and verbal communication skills, paired with a proven ability to deliver top-tier customer service in high-stakes technical situations. The expected base salary for this role is $170,000-$190,000. 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.