Remote Solutions Engineer - AI Video Security Platform

About the Role

We are looking for a Remote Solutions Engineer to join Lumana's mission to empower organizations by unlocking the value of their visual data. As a key technical partner, you will help our customers understand and extract meaningful insights from our AI video security platform. This role offers a unique opportunity to work in a fast-paced environment where your impact will be visible and lasting.

What You'll Do

• 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.

Requirements

• 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, and firewalls.
• 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.
• Industry certifications such as CCNA/CCNP, Network+, Security+, CWNA, MCSE, or CEH.

What We Offer

• Competitive Pay: Strong base salary + variable compensation.
• Equity & Upside: Own a piece of what you're building.
• Remote-First Flexibility: Work from where you're most effective.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Time Off: 15 days PTO, paid holidays, and sick leave.
• Financial: 401(k) with employer match.
• Work Setup: Home office stipend and top-tier equipment provided.