Technical Support Engineer

Empower organizations by unlocking the value of their visual data to enhance security and safety, streamline operations, and enable immediate response when it matters most.

Join a culture of innovation, team up with forward-thinkers, and enjoy benefits designed to support your health and wellbeing.

• Health coverage — Full benefits coverage for medical, dental, and vision.
• Paid time off — Recharge when you need it with generous vacation days.
• Work from home — Do your best work, whether that’s at home, in-office, or hybrid.
• 401k — Easily save for retirement with 401k plans with generous company match.
• Stock options — Own part of the company, and when the company succeeds, you do as well.

At Lumana, we are pioneering technologies to redefine safety and security in our communities. We seek innovators, winners, and builders from diverse backgrounds eager to work in a fun, collaborative, fast-paced environment.

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. Teams are small, dynamic, and trusted to lead; your impact here will be visible and real.

Role: Technical Support Engineer

Location: New York / New Jersey (Remote)

Compensation: This role may be leveled at Support Engineer I, II, or Senior based on experience. Typical ranges may include equity; specifics based on leveling, experience, and business needs. Example:
Support Engineer (3 yrs): $85,000–$100,000.

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.
• Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.
• Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.
• Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.
• Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.
• Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.
• Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.
• Coordinate testing and validation of new hardware and software in production-like, real-world environments.
• Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.
• Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.

Must Have

• 1–3 years of experience in technical support, systems engineering, networking, or IT operations
• Foundational understanding of networking concepts and protocols (e.g., TCP/IP, DNS, DHCP, VLANs, NAT, TLS, Ethernet, PoE)
• Ability to troubleshoot technical issues with urgency, structure, and sound judgment in live environments
• Strong analytical thinking and clear documentation skills
• Willingness and aptitude to learn new technologies across networking, infrastructure, and edge systems

• Experience supporting IP camera systems, video platforms, or edge-connected devices
• Familiarity with Linux-based environments
• Exposure to scripting or automation (Python or similar)
• Relevant certifications such as CCNA, Network+, or Security+

We…