Solutions Engineer

As a Solutions Engineer, you will troubleshoot and resolve complex technical issues, advise enterprise customers, and influence product direction while collaborating with technical and sales teams., 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., * Lead 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 security

Must Have

• 5+ years of experience in technical support engineering, systems engineering, network engineering, or a related technical role
• Strong, hands-on expertise troubleshooting distributed systems across networking, hardware, and software layers
• Deep understanding of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VLANs, TLS/HTTPS, 802.11, firewalls, Ethernet/cabling, PoE, and Layer 2 networking concepts
• Experience working with Linux-based systems in production environments
• Proven ability to independently diagnose complex issues and drive them to resolution
• Strong written and verbal communication skills, with the ability to explain technical topics to both technical and non-technical audiences
• Customer-centric mindset with demonstrated ownership, prioritization, and follow-through in fast-paced environments

Nice to Have

• Bachelor's degree in a technical discipline (or equivalent practical experience)
• Experience supporting enterprise customers in SaaS, IoT, security, or cloud-managed platforms
• Familiarity with APIs, Python, scripting, or automation tools
• Experience collaborating closely with Product and Engineering teams on bug triage and roadmap feedback
• Exposure to building or scaling support tools, workflows, or internal platforms
• Industry certifications such as CCNA/CCNP, Network+, Security+, CWNA, MCSE, or CEH

Scope and leveling calibrated to the individual's location, experience, impact, and near-term business priorities.

Base Salary:

SE I $140,000-$150,000 (2-4 Years of Experience)

SE II $150,000 -$160,000 (4-6 Years of Experience)

Variable Compensation: 20-35%, ️ 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 30-minute conversation with our Talent Team
• A 45-minute technical panel with our Solutions Engineers
• A 45-minute interview with our Global Head of Solutions Engineering

Curious who you'd be working with? Meet the Leader *

What We Offer - We believe great talent deserves great support. Here's how we invest in you:

• Competitive Pay: Strong base salary + variable compensation
• 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 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 office stipend and top-tier equipment provided

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.