# Manager, Customer Support Engineering

**Company:** [Lumafield](https://hotfix.jobs/companies/lumafield)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Experience:** 6+ years
**Skills:** Customer Support Engineering, Root Cause Analysis, Log Analysis, Debugging, Firmware, Linux, Cloud Services, Embedded Systems, Data Reporting, People Management
**Posted:** 2026-08-26

> Leads a hands-on customer support engineering team responsible for technical issue resolution across firmware, Linux applications, embedded systems, and cloud services. Requires 6+ years in a customer-facing technical function, people management experience, and strong troubleshooting and communication skills.

## Job Description

## Responsibilities
- Manage, coach, hire, and develop the Customer Support Engineering team, setting standards for technical rigor, professionalism, and empathy.
- Own customer issues from first response through resolution, including root-cause investigations, escalation paths, ownership handoffs, and customer communication.
- Review and triage issues using logs, debuggers, and reproduction environments to isolate root causes before escalation.
- Maintain and improve support systems, reporting, and data management; use support data to identify systemic issues early.
- Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends.
- Partner with Customer Success Managers on escalations, at-risk accounts, and transitions between support interactions and broader account strategy.

## Requirements
- 6+ years of experience in customer success engineering, support engineering, solutions engineering, or a comparable customer-facing technical function.
- 2+ years of people management experience.
- Experience building support systems, processes, and data reporting aligned with team and business needs.
- Ability to parse logs, use debuggers, and triage issues across firmware, Linux-based applications, and cloud services.
- Excellent communication skills, including explaining technical problems clearly to customers under pressure and representing customer needs to internal engineering teams.
- Ability to work across commercial, product, and multiple engineering disciplines while keeping issues moving across team boundaries.

## Nice-to-haves
- Experience supporting products spanning embedded systems and cloud software.
- Experience scaling a support function, including coverage models.
- Familiarity with industrial equipment, metrology systems, or X-ray-emitting equipment.
- Experience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive.

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