Solutions Engineer

Lumana is on a mission to empower organizations by unlocking the value of their visual data — not just record the world, but to actually understand it and extract meaningful insights. Our AI video security platform delivers unmatched visibility and control, helping customers enhance security and safety, streamline operations, and respond instantly when it matters most.Founded in 2021, we are backed by tier-one Silicon Valley investors with deep team expertise in AI, computer vision, and machine learning. We are one of the fastest-growing video security companies and recently raised the largest Series A within our industry. We’ve built the most intelligent video security solution on the market — one that sees what matters, acts fast, and prevents what used to be inevitable.At Lumana, teams are small, dynamic, and trusted to lead. We think big, move fast, and execute like owners — because we are. Your impact here won’t be filtered. It will be visible, lasting, and real.As a Solutions Engineer, you will be a key technical partner to our growing base of customers across the U.S. Embedded within the Technical Support organization, you’ll work cross-functionally to guide customers from initial evaluation through full deployment, while partnering closely with Sales on pre- and post-sales technical engagements.This role balances independent problem-solving with deep collaboration, tackling complex technical challenges and delivering trusted guidance on our platform. Acting as a connective layer between customers, Engineering, and Product, you’ll directly influence product direction in the cloud-managed IoT space while accelerating your own career growth. We’re looking for builders who are energized by impact and motivated to move the business forward.LocationRemote - United States ResponsibilitiesLead complex, full-stack troubleshooting across the Lumana platform, spanning networking, hardware, software, and electrical components Act as a senior technical advisor to enterprise customers, providing best-practice guidance on architecture, deployment, and configuration Own high-impact customer issues end-to-end, driving resolution, root-cause analysis, and long-term prevention Partner closely with Sales, Engineering, and Product on pre- and post-sales technical engagements and escalations Influence product quality by testing new releases, identifying systemic issues, and providing actionable feedback to Engineering Communicate complex technical concepts clearly to customers and internal stakeholders, both verbally and in writing Author and maintain high-quality technical documentation, knowledge base articles, and internal runbooks Help design and implement scalable tools, processes, and workflows that elevate support maturity as the company grows Stay ahead of industry trends and emerging technologies within cloud-managed IoT, networking, and securityWe don’t do cookie-cutter. If you’ve got the grit, the drive, and the track record—especially in security or AI—we want to hear from you. Even if you don’t check every box, let’s talk.QualificationsMust-Have5+ years of experience in technical support engineering, systems engineering, network engineering, or a related technical roleStrong, hands-on expertise troubleshooting distributed systems across networking, hardware, and software layersDeep understanding of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VLANs, TLS/HTTPS, 802.11, firewalls, Ethernet/cabling, PoE, and Layer 2 networking conceptsExperience working with Linux-based systems in production environmentsProven ability to independently diagnose complex issues and drive them to resolutionStrong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiencesCustomer-centric mindset with demonstrated ownership, prioritization, and follow-through in fast-paced environmentsNice-to-HaveBachelor’s degree in a technical discipline (or equivalent practical experience)Experience supporting enterprise customers in SaaS, IoT, security, or cloud-managed platformsFamiliarity with APIs, Python, scripting, or automation toolsExperience collaborating closely with Product and Engineering teams on bug triage and roadmap feedbackExposure to building or scaling support tools, workflows, or internal platformsIndustry certifications such as CCNA/CCNP, Network+, Security+, CWNA, MCSE, or CEH✍️ Lumana Hiring PhilosophyWe spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.We aim to provide both product & industry expertise whenever we interact with prospects and customers.We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.We value a strong sense of ownership, p