Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.
Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.
The Technical Support Engineer will ensure the reliability and performance of our deployed systems. In this hands-on role, you’ll troubleshoot complex hardware and software issues across our full stack—including networking, edge devices, and cloud-connected components. You'll partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness.
Location
Remote within the U.S. Eastern Time Zone; hybrid for candidates based in New York City. Candidates must reside in the Eastern Time Zone.
Schedule
Evenings & Weekend Technical Support Engineer
Compensation
$70,000–$90,000 annually, based on the candidate’s geographic location (Tier 1 vs. Tier 2), local market benchmarks, relevant experience, and certifications.
Responsibilities
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.
Other duties may be assigned.
Must Have
1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivity
Bachelor’s degree in Computer Science, Networking, Systems Engineering, or related field
Demonstrated ability to troubleshoot under pressure with urgency and precision
Strong analytical and documentation skills
Nice To Have
Experience supporting IP camera systems or edge-connected devices
Familiarity with Linux-based systems
Comfort scripting in Python or similar automation tools
Relevant certifications (CCNA, Network+, Security+)
Our Interview Process
We keep it focused and respectful of your time—our typical process includes:
A 30-minute conversation with our Talent Team
A 1 Hour Take Home Assignment
A 45-minute Technical Panel
A 30-minute Hiring Manager Interview
A 30-minute HR Interview
✨ What We Offer
We believe great talent deserves great support. Here’s how we invest in you:
Competitive Pay: A strong base salary that reflects your experience, impact, and market value
Equity & Upside: Own a piece of what you're building with meaningful equity in a fast-growing startup
Tools that Work for You: Get access to top-tier tech and a fully equipped workspace—both in-office and at home
Hybrid Flexibility: Enjoy a balanced schedule with two remote workdays each week after ramp-up
Product Influence: Your voice matters—your hands-on feedback directly shapes our product roadmap
For U.S. Based Employees
Health & Wellness: Comprehensive medical, dental, and vision coverage.
Time Off: 15 days PTO, 10 paid holidays, and sick leave.
Financial: 401(k) with 4% employer match, equity (ISO) in a fast-growing startup.
Remote-Friendly: Flexible hybrid/remote work arrangements depending on role.
Parental Leave: Paid parental leave for new parents.
Work Setup: $500 home office stipend and top-tier equipment provided.
Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.
Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.
Recruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.
Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.
","descriptionPlain":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.\n\nFounded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.\n\n\n\n\n\nThe Technical Support Engineer will ensure the reliability and performance of our deployed systems. In this hands-on role, you’ll troubleshoot complex hardware and software issues across our full stack—including networking, edge devices, and cloud-connected components. You'll partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness.\n\n\n\nLocation\n\nRemote within the U.S. Eastern Time Zone; hybrid for candidates based in New York City. Candidates must reside in the Eastern Time Zone.\n\n\n\nSchedule\n\nEvenings & Weekend Technical Support Engineer\n\n\n\nCompensation\n\n$70,000–$90,000 annually, based on the candidate’s geographic location (Tier 1 vs. Tier 2), local market benchmarks, relevant experience, and certifications.\n\n\n\nResponsibilities \n\n - Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.\n\n - Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.\n\n - Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.\n\n - Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.\n\n - Configure and manage networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.\n\n - Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.\n\n - Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.\n\n - Coordinate testing and validation of new hardware and software in production-like, real-world environments.\n\n - Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.\n\n - Create and maintain technical documentation, investigation logs, and internal knowledge resources to support scalability and operational excellence.\n\n - Other duties may be assigned.\n\n\n\nMust Have\n\n - 1-3 years in technical support, system engineering, or IT operations roles with experience troubleshooting TCP/IP, DNS, DHCP, routing, firewalls, and network connectivity\n\n - Bachelor’s degree in Computer Science, Networking, Systems Engineering, or related field\n\n - Demonstrated ability to troubleshoot under pressure with urgency and precision\n\n - Strong analytical and documentation skills\n\nNice To Have\n\n - Experience supporting IP camera systems or edge-connected devices\n\n - Familiarity with Linux-based systems\n\n - Comfort scripting in Python or similar automation tools\n\n - Relevant certifications (CCNA, Network+, Security+)\n\n\n\nOur Interview Process\n\nWe keep it focused and respectful of your time—our typical process includes:\n\n - A 30-minute conversation with our Talent Team\n\n - A 1 Hour Take Home Assignment\n\n - A 45-minute Technical Panel\n\n - A 30-minute Hiring Manager Interview\n\n - A 30-minute HR Interview\n\n\n\n✨ What We Offer\n\nWe believe great talent deserves great support. Here’s how we invest in you:\n\nCompetitive Pay: A strong base salary that reflects your experience, impact, and market value\n\nEquity & Upside: Own a piece of what you're building with meaningful equity in a fast-growing startup\n\nTools that Work for You: Get access to top-tier tech and a fully equipped workspace—both in-office and at home\n\nHybrid Flexibility: Enjoy a balanced schedule with two remote workdays each week after ramp-up\n\nProduct Influence: Your voice matters—your hands-on feedback directly shapes our product roadmap\n\n\n\nFor U.S. Based Employees\n\n - Health & Wellness: Comprehensive medical, dental, and vision coverage.\n\n - Time Off: 15 days PTO, 10 paid holidays, and sick leave.\n\n - Financial: 401(k) with 4% employer match, equity (ISO) in a fast-growing startup.\n\n - Remote-Friendly: Flexible hybrid/remote work arrangements depending on role.\n\n - Parental Leave: Paid parental leave for new parents.\n\n - Work Setup: $500 home office stipend and top-tier equipment provided.\n \n \n\nEqual Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.\n\nInterview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.\n\nRecruitment Fraud: Official hiring emails come from @lumana.ai http://lumana.ai. We never request payment or banking information during hiring.\n\nAgencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.","compensation":{"compensationTierSummary":"$70K – $90K • Offers Equity","scrapeableCompensationSalarySummary":"$70K - $90K","compensationTiers":[{"id":"a1231d03-d4b5-462c-8f25-0f48f4bfd219","tierSummary":"Based on the candidate’s geographic location, local market benchmarks, relevant experience, and certifications. $70K – $90K • Offers Equity","title":null,"additionalInformation":null,"components":[{"id":"b6c98868-ed0d-4e35-83cf-5ab7cff89620","summary":"Offers Equity","compensationType":"EquityPercentage","interval":"NONE","currencyCode":null,"minValue":null,"maxValue":null},{"id":"7bacb120-9436-4789-8d05-776f080d1214","summary":"Based on the candidate’s geographic location, local market benchmarks, relevant experience, and certifications. $70K – $90K","compensationType":"Salary","interval":"1 YEAR","currencyCode":"USD","minValue":70000,"maxValue":90000}]}],"summaryComponents":[{"compensationType":"EquityPercentage","interval":"NONE","currencyCode":null,"minValue":null,"maxValue":null},{"compensationType":"Salary","interval":"1 YEAR","currencyCode":"USD","minValue":70000,"maxValue":90000}]}},{"id":"8777d0cf-4aa6-4c7c-9ec5-a873a549dced","title":"Product Designer","department":"Research & Development","team":"Design","employmentType":"FullTime","location":"Caesarea Office","shouldDisplayCompensationOnJobPostings":false,"secondaryLocations":[],"publishedAt":"2026-10-02T00:30:56.652+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"Haifa District","addressCountry":"Israel","addressLocality":"Caesarea"}},"jobUrl":"https://jobs.ashbyhq.com/lumana/8777d0cf-4aa6-4c7c-9ec5-a873a549dced","applyUrl":"https://jobs.ashbyhq.com/lumana/8777d0cf-4aa6-4c7c-9ec5-a873a549dced/application","descriptionHtml":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.
Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.
Description
This Product Designer enjoys solving complex problems and wants meaningful ownership. You’ll design experiences across our web and mobile products, working closely with product managers, engineers, and our CEO.
Your access to leadership is part of the work. The CEO will look to you for design recommendations, ask questions, and challenge your thinking. You’ll need to explain your choices, raise concerns, and suggest a better approach when you see one.
You don’t need every answer or years of executive-facing experience. You do need curiosity, sound reasoning, and the willingness to contribute your own perspective—even when the person across the table is the CEO.
Please include your portfolio with your application. We’re interested in how you think as well as what you design.
Location
Hybrid: Based in Caesarea, Israel with 2 days a week working from home.
Why this role is exciting
Direct influence: Discuss problems and design decisions with the people shaping the product, including our CEO.
Meaningful ownership: Take individual projects from an initial problem through exploration, design, and implementation.
Interesting complexity: Make technical workflows easier to understand across cameras, locations, filters, onboarding, and other connected parts of the platform.
Visible impact: Work on improvements that change how customers use the product. For example, our bulk camera onboarding flow helped users add multiple cameras in one process.
Room to grow: Learn through close collaboration with Product and Engineering, with support from the CTO on technical questions and broader work processes.
Freedom to explore: Experiment with different approaches, workflows, and AI tools to improve your work.
What you’ll do
Turn high-level product requests into clear problems, asking questions before jumping into solutions.
Create user flows, wireframes, prototypes, and polished interfaces for web and mobile.
Consider how a change affects the wider product, including related workflows, navigation, and existing patterns.
Gather insight from product managers, engineers, Solutions Engineers, and other colleagues close to customer needs.
Present your recommendations to teammates and leadership, explaining your reasoning and the trade-offs.
Constructively challenge assumptions—including leadership’s—when you see a usability issue or a stronger alternative. Bring examples, evidence, or a proposed solution.
Test and refine designs using feedback, usability testing, and product insights.
Collaborate with engineers through handoff and implementation to help ensure the experience works as intended.
Contribute to our design system and maintain consistency across the product.
Balance thoughtful design with timely delivery as priorities evolve.
What you’ll bring
Approximately 5 years of product or UX/UI design experience, with a portfolio showing relevant work. We’re open to different experience levels when the work demonstrates strong potential.
A portfolio that explains the problem, your contribution, the options you considered, and why you chose your approach.
Strong foundations in interaction design, visual hierarchy, and usability.
Proficiency in Figma, including components and interactive prototypes.
Interest in technical products and the patience to understand how interconnected systems work.
Clear communication: you can explain a recommendation, ask for clarification, and respectfully disagree.
Openness to feedback and the ability to revise your thinking when new information changes the picture.
The ability to manage your tasks, surface blockers, and adapt when priorities shift.
Helpful, but not required
Experience with B2B software, dashboards, or other complex applications.
Experience collaborating with engineers on a shipped product.
Familiarity with user research, usability testing, or design systems.
Understanding of front-end implementation constraints.
Experience using AI tools in your design workflow.
Exposure to security technology, video, analytics, or computer vision.
What working here is like
We’re a small team building a complex product quickly. Some assignments are focused improvements; others require creating something new. You may manage several tasks at once and switch direction as priorities change.
Direct collaboration with leadership is required. This role will suit someone who wants to build confidence through preparation, thoughtful discussion, and hands-on work. We value designers who can support their recommendations, listen carefully, and help the team move forward once a decision is made.
If you enjoy learning, working through ambiguity, and seeing your ideas become part of a real product, there’s a lot to grow into here.
Our interview process
30-minute conversation with Talent
45-minute conversation with peers (Design & Product Management)
Take-home assignment designed to take approximately three hours
45-minute panel review with representatives from Design, Product, and Engineering leadership
30-minute conversation with HR
What we offer
Equity in a fast growing start-up
Monthly meal allowance provided through 10bis
Travel reimbursement in accordance with Israeli law
Generous paid vacation, including carryover flexibility
Paid sick leave from day one
Keren Hishtalmut (study fund) with employer contributions
Company-provided laptop and a home-office setup allowance for new employees
Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.
Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.
Recruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.
Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.
","descriptionPlain":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.\n\nFounded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.\n\n\n\n\n\nDescription\n\nThis Product Designer enjoys solving complex problems and wants meaningful ownership. You’ll design experiences across our web and mobile products, working closely with product managers, engineers, and our CEO.\n\nYour access to leadership is part of the work. The CEO will look to you for design recommendations, ask questions, and challenge your thinking. You’ll need to explain your choices, raise concerns, and suggest a better approach when you see one.\n\nYou don’t need every answer or years of executive-facing experience. You do need curiosity, sound reasoning, and the willingness to contribute your own perspective—even when the person across the table is the CEO.\n\nPlease include your portfolio with your application. We’re interested in how you think as well as what you design.\n\n\n\nLocation\n\nHybrid: Based in Caesarea, Israel with 2 days a week working from home.\n\n\n\nWhy this role is exciting\n\n - Direct influence: Discuss problems and design decisions with the people shaping the product, including our CEO.\n\n - Meaningful ownership: Take individual projects from an initial problem through exploration, design, and implementation.\n\n - Interesting complexity: Make technical workflows easier to understand across cameras, locations, filters, onboarding, and other connected parts of the platform.\n\n - Visible impact: Work on improvements that change how customers use the product. For example, our bulk camera onboarding flow helped users add multiple cameras in one process.\n\n - Room to grow: Learn through close collaboration with Product and Engineering, with support from the CTO on technical questions and broader work processes.\n\n - Freedom to explore: Experiment with different approaches, workflows, and AI tools to improve your work.\n\nWhat you’ll do\n\n - Turn high-level product requests into clear problems, asking questions before jumping into solutions.\n\n - Create user flows, wireframes, prototypes, and polished interfaces for web and mobile.\n\n - Consider how a change affects the wider product, including related workflows, navigation, and existing patterns.\n\n - Gather insight from product managers, engineers, Solutions Engineers, and other colleagues close to customer needs.\n\n - Present your recommendations to teammates and leadership, explaining your reasoning and the trade-offs.\n\n - Constructively challenge assumptions—including leadership’s—when you see a usability issue or a stronger alternative. Bring examples, evidence, or a proposed solution.\n\n - Test and refine designs using feedback, usability testing, and product insights.\n\n - Collaborate with engineers through handoff and implementation to help ensure the experience works as intended.\n\n - Contribute to our design system and maintain consistency across the product.\n\n - Balance thoughtful design with timely delivery as priorities evolve.\n\nWhat you’ll bring\n\n - Approximately 5 years of product or UX/UI design experience, with a portfolio showing relevant work. We’re open to different experience levels when the work demonstrates strong potential.\n\n - A portfolio that explains the problem, your contribution, the options you considered, and why you chose your approach.\n\n - Strong foundations in interaction design, visual hierarchy, and usability.\n\n - Proficiency in Figma, including components and interactive prototypes.\n\n - Interest in technical products and the patience to understand how interconnected systems work.\n\n - Clear communication: you can explain a recommendation, ask for clarification, and respectfully disagree.\n\n - Openness to feedback and the ability to revise your thinking when new information changes the picture.\n\n - The ability to manage your tasks, surface blockers, and adapt when priorities shift.\n\nHelpful, but not required\n\n - Experience with B2B software, dashboards, or other complex applications.\n\n - Experience collaborating with engineers on a shipped product.\n\n - Familiarity with user research, usability testing, or design systems.\n\n - Understanding of front-end implementation constraints.\n\n - Experience using AI tools in your design workflow.\n\n - Exposure to security technology, video, analytics, or computer vision.\n\nWhat working here is like\n\n - We’re a small team building a complex product quickly. Some assignments are focused improvements; others require creating something new. You may manage several tasks at once and switch direction as priorities change.\n\n - Direct collaboration with leadership is required. This role will suit someone who wants to build confidence through preparation, thoughtful discussion, and hands-on work. We value designers who can support their recommendations, listen carefully, and help the team move forward once a decision is made.\n\n - If you enjoy learning, working through ambiguity, and seeing your ideas become part of a real product, there’s a lot to grow into here.\n\n\n\nOur interview process\n\n - 30-minute conversation with Talent\n\n - 45-minute conversation with peers (Design & Product Management) \n\n - Take-home assignment designed to take approximately three hours\n\n - 45-minute panel review with representatives from Design, Product, and Engineering leadership\n\n - 30-minute conversation with HR\n \n \n\nWhat we offer\n\n - Equity in a fast growing start-up\n\n - Monthly meal allowance provided through 10bis\n\n - Travel reimbursement in accordance with Israeli law\n\n - Generous paid vacation, including carryover flexibility\n\n - Paid sick leave from day one\n\n - Keren Hishtalmut (study fund) with employer contributions\n\n - Company-provided laptop and a home-office setup allowance for new employees\n\n \n\nEqual Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.\n\nInterview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.\n\nRecruitment Fraud: Official hiring emails come from @lumana.ai http://lumana.ai. We never request payment or banking information during hiring.\n\nAgencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.","compensation":{"compensationTierSummary":null,"scrapeableCompensationSalarySummary":null,"compensationTiers":[],"summaryComponents":[]}},{"id":"0382fe1e-612c-4dad-84d9-d488563e82a5","title":"Senior Customer Success Manager ","department":"Operations","team":"Customer Success","employmentType":"FullTime","location":"State of New York","shouldDisplayCompensationOnJobPostings":true,"secondaryLocations":[],"publishedAt":"2026-10-23T23:02:18.296+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"New York","addressCountry":"United States"}},"jobUrl":"https://jobs.ashbyhq.com/lumana/0382fe1e-612c-4dad-84d9-d488563e82a5","applyUrl":"https://jobs.ashbyhq.com/lumana/0382fe1e-612c-4dad-84d9-d488563e82a5/application","descriptionHtml":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.
Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.
Role Description
The Senior Customer Success Manager (CSM) will help build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts.
The Senior CSM owns the full post-sale customer lifecycle — from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana.
Success in this role means both building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it.
Location
Remote - Eastern Time Zone
Hybrid - NY or NJ
Compensation
Senior CSM (7–10 years experience)
Base: $115K–$130K, Variable: $20k, OTE: $135K–$150K
Responsibilities
Onboarding & Activation
Lead post-sale customer introductions and kickoffs
Create and maintain an onboarding tracker capturing:
Equipment shipping and delivery status
Internet connectivity validation
SE assignment and configuration completion
Coordinate with Solutions Engineering to ensure configuration meets customer requirements
Confirm deployment milestones and validate time-to-first-value
Ensure successful onboarding sign-off
Adoption & Customer Health
Continuously monitor defined customer health metrics including:
Platform usage and login activity
Alert configuration and use case adoption
Support ticket trends
Feature requests and product feedback
Proactively identify risks and escalate when needed
Partner with SE, Support, and AE to resolve adoption gaps
Maintain an active dashboard of owned accounts and status
Account Management & Expansion Readiness
Conduct Quarterly Business Reviews (QBRs) on strategic accounts
Mitigate churn risks through structured engagement plans
Surface expansion signals including:
New site deployments
Additional use cases
Increased system utilization
Partner with Account Executives on renewal and expansion strategy
Cross-Functional Partnership
Solutions Engineering: Technical implementation and advanced configuration
Support: Issue resolution and ticket trends
Account Executives: Commercial expansion and contract ownership
The CSM acts as the internal advocate for customer success and ensures alignment across teams.
Other duties may be assigned.
Qualifications
Must Have
7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
Experience as a Founding customer success hire in an early-stage startup
Background supporting technical buyers (IT, security, engineering, operations)
Experience managing high-touch enterprise accounts
Strong cross-functional coordination skills
Ability to interpret product usage data and translate it into action
Executive communication experience, including running QBRs
Structured, process-driven mindset with attention to detail
Nice to Have
Familiarity with APIs, integrations, or technical implementation workflows
Experience building or improving customer success playbooks or onboarding frameworks
Experience in security, AI, infrastructure, or data platforms
Experience with camera systems, IoT, networking, or cloud platforms
✍️ Our Hiring Philosophy
We 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, principled thinking over experience, and thoughtful communication.
Our Interview Process
We keep it focused and respectful of your time—our typical process includes:
A 45-minute conversation with our Talent Team
A 50-minute interview with our VP of Operations
A 30-minute interview with a Revenue Leader
A 30-minute interview with a Solutions Engineering Leader
A 30-minute interview with the HR Leader
A 30-minute interview with our CEO
✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you:
Competitive Pay: Strong base salary + uncapped commission
Equity & Upside: Own a piece of what you're building
Tools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not admin
Remote-First Flexibility: Work from where you're most effective, with teammates around the globe
Product Influence: Your voice matters—sales feedback directly shapes our roadmap
For U.S.-Based Employees
Health & Wellness: Comprehensive medical, dental, and vision coverage
Time Off: 15 days PTO, paid holidays, and sick leave
Financial: 401(k) with employer 4% match, equity in a fast-growing startup
Remote-Friendly: Flexible hybrid/remote work arrangements depending on role
Parental Leave: Paid parental leave for new parents
Work Setup: Home $500 office stipend and top-tier equipment provided
Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.
Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.
Recruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.
Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.
","descriptionPlain":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.\n\nFounded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.\n\n\n\n\n\nRole Description\n\nThe Senior Customer Success Manager (CSM) will help build the U.S. enterprise Customer Success function from the ground up. This is a hands-on builder role responsible for establishing the processes, operating rhythms, and customer programs that create a scalable post-sale motion while directly managing strategic enterprise accounts.\n\nThe Senior CSM owns the full post-sale customer lifecycle — from technical onboarding and product adoption through customer health, value realization, expansion readiness, and predictable renewals. As the primary account quarterback, this role partners closely with Solutions Engineering, Technical Support, Operations, and Sales to ensure enterprise customers achieve measurable business outcomes with Lumana.\n\nSuccess in this role means both building the CS foundation for Lumana’s U.S. enterprise business and delivering exceptional outcomes for a portfolio of strategic accounts. The ideal candidate is equally comfortable designing the playbook and being in the trenches with customers to execute it.\n\n\n\nLocation\n\nRemote - Eastern Time Zone\n\nHybrid - NY or NJ \n\n\n\nCompensation\n\nSenior CSM (7–10 years experience)\nBase: $115K–$130K, Variable: $20k, OTE: $135K–$150K\n\n\n\nResponsibilities\n\nOnboarding & Activation\n\n - Lead post-sale customer introductions and kickoffs\n\n - Create and maintain an onboarding tracker capturing:\n\n - Equipment shipping and delivery status\n\n - Internet connectivity validation\n\n - SE assignment and configuration completion\n\n - Coordinate with Solutions Engineering to ensure configuration meets customer requirements\n\n - Confirm deployment milestones and validate time-to-first-value\n\n - Ensure successful onboarding sign-off\n\nAdoption & Customer Health\n\n - Continuously monitor defined customer health metrics including:\n\n - Platform usage and login activity\n\n - Alert configuration and use case adoption\n\n - Support ticket trends\n\n - Feature requests and product feedback\n\n - Proactively identify risks and escalate when needed\n\n - Partner with SE, Support, and AE to resolve adoption gaps\n\n - Maintain an active dashboard of owned accounts and status\n\nAccount Management & Expansion Readiness\n\n - Conduct Quarterly Business Reviews (QBRs) on strategic accounts\n\n - Mitigate churn risks through structured engagement plans\n\n - Surface expansion signals including:\n\n - New site deployments\n\n - Additional use cases\n\n - Increased system utilization\n\n - Partner with Account Executives on renewal and expansion strategy\n\nCross-Functional Partnership\n\n - Solutions Engineering: Technical implementation and advanced configuration\n\n - Support: Issue resolution and ticket trends\n\n - Account Executives: Commercial expansion and contract ownership\n\n - The CSM acts as the internal advocate for customer success and ensures alignment across teams.\n\nOther duties may be assigned.\n\n\n\nQualifications\n\nMust Have\n\n - 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology\n\n - Experience as a Founding customer success hire in an early-stage startup\n\n - Background supporting technical buyers (IT, security, engineering, operations)\n\n - Experience managing high-touch enterprise accounts\n\n - Strong cross-functional coordination skills\n\n - Ability to interpret product usage data and translate it into action\n\n - Executive communication experience, including running QBRs\n\n - Structured, process-driven mindset with attention to detail\n\nNice to Have\n\n - Familiarity with APIs, integrations, or technical implementation workflows\n\n - Experience building or improving customer success playbooks or onboarding frameworks\n\n - Experience in security, AI, infrastructure, or data platforms\n\n - Experience with camera systems, IoT, networking, or cloud platforms\n\n\n\n✍️ Our Hiring Philosophy\n\n - We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.\n\n - We aim to provide both product & industry expertise whenever we interact with prospects and customers.\n\n - 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.\n\n - We value a strong sense of ownership, principled thinking over experience, and thoughtful communication.\n\n\n\nOur Interview Process\n\nWe keep it focused and respectful of your time—our typical process includes:\n\nA 45-minute conversation with our Talent Team\n\nA 50-minute interview with our VP of Operations\n\nA 30-minute interview with a Revenue Leader\n\nA 30-minute interview with a Solutions Engineering Leader\n\nA 30-minute interview with the HR Leader\n\nA 30-minute interview with our CEO\n\n\n\n✨ What We Offer - We believe great talent deserves great support. Here’s how we invest in you:\n\n - Competitive Pay: Strong base salary + uncapped commission\n\n - Equity & Upside: Own a piece of what you're building\n\n - Tools that Work for You: We arm our team with top-tier tech and modern sales tools—so you can focus on closing, not admin\n\n - Remote-First Flexibility: Work from where you're most effective, with teammates around the globe\n\n - Product Influence: Your voice matters—sales feedback directly shapes our roadmap\n\n\n\nFor U.S.-Based Employees\n\n - Health & Wellness: Comprehensive medical, dental, and vision coverage\n\n - Time Off: 15 days PTO, paid holidays, and sick leave\n\n - Financial: 401(k) with employer 4% match, equity in a fast-growing startup\n\n - Remote-Friendly: Flexible hybrid/remote work arrangements depending on role\n\n - Parental Leave: Paid parental leave for new parents\n\n - Work Setup: Home $500 office stipend and top-tier equipment provided\n\n\n\nEqual Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.\n\nInterview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.\n\nRecruitment Fraud: Official hiring emails come from @lumana.ai http://lumana.ai. We never request payment or banking information during hiring.\n\nAgencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.","compensation":{"compensationTierSummary":"$115K – $130K • Offers Equity • $10K – $20K Commission","scrapeableCompensationSalarySummary":"$115K - $130K","compensationTiers":[{"id":"4329b6af-b338-4093-8626-44ccab1da398","tierSummary":"$115K – $130K • Offers Equity • $10K – $20K Commission","title":"Senior CSM (7 - 10 Years)","additionalInformation":null,"components":[{"id":"e5662d48-c510-43cc-9b7a-4e62459d3a81","summary":"$115K – $130K","compensationType":"Salary","interval":"1 YEAR","currencyCode":"USD","minValue":115000,"maxValue":130000},{"id":"0032acf1-e716-411d-8db7-736fe393c770","summary":"Offers Equity","compensationType":"EquityPercentage","interval":"NONE","currencyCode":null,"minValue":null,"maxValue":null},{"id":"acd56693-5aee-4647-a5ab-08aa2e0a291c","summary":"$10K – $20K Commission","compensationType":"Commission","interval":"1 YEAR","currencyCode":"USD","minValue":10000,"maxValue":20000}]}],"summaryComponents":[{"compensationType":"Salary","interval":"1 YEAR","currencyCode":"USD","minValue":115000,"maxValue":130000},{"compensationType":"EquityPercentage","interval":"NONE","currencyCode":null,"minValue":null,"maxValue":null},{"compensationType":"Commission","interval":"1 YEAR","currencyCode":"USD","minValue":10000,"maxValue":20000}]}},{"id":"c8ab071d-0253-4d9b-80c1-482392510c5f","title":"Technical Support Engineer Lead","department":"Operations","team":"Technical Support","employmentType":"FullTime","location":"Caesarea Office","shouldDisplayCompensationOnJobPostings":false,"secondaryLocations":[],"publishedAt":"2026-11-11T02:49:55.054+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"Haifa District","addressCountry":"Israel","addressLocality":"Caesarea"}},"jobUrl":"https://jobs.ashbyhq.com/lumana/c8ab071d-0253-4d9b-80c1-482392510c5f","applyUrl":"https://jobs.ashbyhq.com/lumana/c8ab071d-0253-4d9b-80c1-482392510c5f/application","descriptionHtml":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.
Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.
Description
We’re looking for a hands-on Technical Support Engineer Team Lead to guide our support team in Caesarea while helping customers in Israel and around the world get the most from Lumana’s AI-powered video analytics platform.
You’ll take ownership of customer issues from initial diagnosis through resolution, including complex escalations involving cameras, networks, and video systems. You’ll also help the team build strong support practices: clear ticket workflows, useful documentation, effective collaboration, and consistent communication with customers and internal teams.
This is a working lead role. You’ll balance team guidance and support operations with direct technical troubleshooting and customer engagement. This role reports to the Global Head of Solutions Engineering.
Location
Caesarea, Israel · Hybrid, with three days onsite and two days working remotely
Hours
This role will occasionally have to cover for other shifts and positions for holidays and weekends when needed
What You’ll Do
Lead, coach, and support the technical support team, helping team members develop their troubleshooting and customer communication skills.
Manage the scheduling of Israel-based Technical Support Engineers to appropriately cover all shifts they are responsible for, including any on nights and weekends.
Coordinate with the Global Head of Technical Support regarding coverage for Israel holidays, which will likely require support coverage provided outside of Israel.
Take ownership of complex customer issues and escalations, driving them from initial investigation through resolution.
Diagnose issues across networks, cameras, and video systems; gather relevant evidence and coordinate next steps with customers and internal teams.
Communicate clearly with customers in Israel and abroad, setting expectations and keeping them informed throughout the resolution process.
Manage support tickets and workflows in Zendesk and Jira, helping the team maintain clear ownership, prioritization, and follow-through.
Identify recurring issues and patterns in support cases, then share findings with Product, Engineering, and other relevant teams.
Improve support processes and documentation so the team can resolve issues consistently and customers can get help efficiently.
Help establish and maintain a high standard for customer experience as Lumana and its support needs grow.
What Success Looks Like
Customers receive clear, timely communication and feel that their issues have an accountable owner.
Complex technical issues move through a structured investigation toward resolution.
The support team has strong day-to-day guidance, clear workflows, and useful documentation.
Recurring issues are surfaced to the teams best positioned to address them.
Support operations keep pace with the needs of a growing, global customer base.
What This Role Is—and Isn’t
This is a hands-on leadership role for someone who enjoys solving technical problems and helping others do the same. It includes direct customer support, escalations, team guidance, and improving how support work gets done. It is not limited to assigning tickets or managing dashboards.
What We’re Looking For
Must Have
At least five years of experience in technical support in a fast-paced start-up. A minimum of one year of team leadership experience.
Experience leading a team or providing day-to-day technical guidance to teammates.
Hands-on knowledge of networks and cameras.
Experience supporting customers in Israel and internationally.
Experience using Zendesk and Jira to manage support cases and workflows.
Strong troubleshooting skills and the ability to work methodically from diagnosis through resolution.
A customer-focused approach, with clear written and verbal communication.
Professional working proficiency in English.
Experience with video security, video management systems, or video analytics.
Experience supporting edge devices or camera deployments in customer environments.
Experience building support documentation, escalation processes, or team workflows.
How We Work
At Lumana, small teams take meaningful ownership. That means being ready to work through ambiguity, stay close to customer needs, and follow problems through rather than handing them off without context. We value thoughtful communication, principled judgment, and collaboration across teams and locations. The pace can be demanding, and priorities may shift as customer needs and the business evolve.
What We Offer
Food allowance: 10Bis allowance.
Time off: competitive annual vacation, paid sick leave, and observed holidays.
Financial benefits: Keren Hishtalmut (study fund) and equity eligibility.
Hybrid flexibility: Two remote workdays per week.
Work setup: Office equipment and a home office stipend.
Our Interview Process
We’ll share the interview steps, participants, and any preparation expectations with you at the start of the process. We aim to keep the process focused and respectful of your time.
Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.
Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.
Recruitment Fraud: Official hiring emails come from @lumana.ai. We never request payment or banking information during hiring.
Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.
","descriptionPlain":"Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most.\n\nFounded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact.\n\n\n\n\n\nDescription\n\nWe’re looking for a hands-on Technical Support Engineer Team Lead to guide our support team in Caesarea while helping customers in Israel and around the world get the most from Lumana’s AI-powered video analytics platform.\n\nYou’ll take ownership of customer issues from initial diagnosis through resolution, including complex escalations involving cameras, networks, and video systems. You’ll also help the team build strong support practices: clear ticket workflows, useful documentation, effective collaboration, and consistent communication with customers and internal teams.\n\nThis is a working lead role. You’ll balance team guidance and support operations with direct technical troubleshooting and customer engagement. This role reports to the Global Head of Solutions Engineering.\n\n\n\nLocation\n\nCaesarea, Israel · Hybrid, with three days onsite and two days working remotely\n\n\n\nHours\n\nThis role will occasionally have to cover for other shifts and positions for holidays and weekends when needed\n\n\n\nWhat You’ll Do\n\n - Lead, coach, and support the technical support team, helping team members develop their troubleshooting and customer communication skills.\n\n - Manage the scheduling of Israel-based Technical Support Engineers to appropriately cover all shifts they are responsible for, including any on nights and weekends. \n\n - Coordinate with the Global Head of Technical Support regarding coverage for Israel holidays, which will likely require support coverage provided outside of Israel.\n\n - Take ownership of complex customer issues and escalations, driving them from initial investigation through resolution.\n\n - Diagnose issues across networks, cameras, and video systems; gather relevant evidence and coordinate next steps with customers and internal teams.\n\n - Communicate clearly with customers in Israel and abroad, setting expectations and keeping them informed throughout the resolution process.\n\n - Manage support tickets and workflows in Zendesk and Jira, helping the team maintain clear ownership, prioritization, and follow-through.\n\n - Identify recurring issues and patterns in support cases, then share findings with Product, Engineering, and other relevant teams.\n\n - Improve support processes and documentation so the team can resolve issues consistently and customers can get help efficiently.\n\n - Help establish and maintain a high standard for customer experience as Lumana and its support needs grow.\n \n \n\nWhat Success Looks Like\n\n - Customers receive clear, timely communication and feel that their issues have an accountable owner.\n\n - Complex technical issues move through a structured investigation toward resolution.\n\n - The support team has strong day-to-day guidance, clear workflows, and useful documentation.\n\n - Recurring issues are surfaced to the teams best positioned to address them.\n\n - Support operations keep pace with the needs of a growing, global customer base.\n\nWhat This Role Is—and Isn’t\n\nThis is a hands-on leadership role for someone who enjoys solving technical problems and helping others do the same. It includes direct customer support, escalations, team guidance, and improving how support work gets done. It is not limited to assigning tickets or managing dashboards.\n\n\n\nWhat We’re Looking For\n\nMust Have\n\n - At least five years of experience in technical support in a fast-paced start-up. A minimum of one year of team leadership experience. \n\n - Experience leading a team or providing day-to-day technical guidance to teammates.\n\n - Hands-on knowledge of networks and cameras.\n\n - Experience supporting customers in Israel and internationally.\n\n - Experience using Zendesk and Jira to manage support cases and workflows.\n\n - Strong troubleshooting skills and the ability to work methodically from diagnosis through resolution.\n\n - A customer-focused approach, with clear written and verbal communication.\n\n - Professional working proficiency in English.\n\n - Experience with video security, video management systems, or video analytics.\n\n - Experience supporting edge devices or camera deployments in customer environments.\n\n - Experience building support documentation, escalation processes, or team workflows.\n\n\n\nHow We Work\n\nAt Lumana, small teams take meaningful ownership. That means being ready to work through ambiguity, stay close to customer needs, and follow problems through rather than handing them off without context. We value thoughtful communication, principled judgment, and collaboration across teams and locations. The pace can be demanding, and priorities may shift as customer needs and the business evolve.\n\n\n\nWhat We Offer\n\n - Food allowance: 10Bis allowance.\n\n - Time off: competitive annual vacation, paid sick leave, and observed holidays.\n\n - Financial benefits: Keren Hishtalmut (study fund) and equity eligibility.\n\n - Hybrid flexibility: Two remote workdays per week.\n\n - Work setup: Office equipment and a home office stipend.\n\n\n\nOur Interview Process\n\nWe’ll share the interview steps, participants, and any preparation expectations with you at the start of the process. We aim to keep the process focused and respectful of your time.\n\n \n \n \n\nEqual Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law.\n\nInterview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you.\n\nRecruitment Fraud: Official hiring emails come from @lumana.ai http://lumana.ai. We never request payment or banking information during hiring.\n\nAgencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.","compensation":{"compensationTierSummary":null,"scrapeableCompensationSalarySummary":null,"compensationTiers":[],"summaryComponents":[]}}],"apiVersion":"1"}