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Lumafield is seeking a Manager of Customer Support Engineering to lead the team responsible for providing technical support and solutions to customers using their industrial CT scanning and AI-driven manufacturing inspection platform. This role manages a team of support engineers who help customers—ranging from small manufacturers to large enterprises—maximize value from Lumafield's hardware and software products.
Key responsibilities include:
- Building and scaling a high-performing customer support engineering team
- Developing support processes, documentation, and knowledge bases that enable customers to solve problems independently and efficiently
- Working cross-functionally with Product, Engineering, and Sales to identify customer pain points and drive product improvements
- Establishing SLAs and metrics for support quality and response times
- Mentoring support engineers and fostering a culture of technical excellence and customer empathy
- Triaging complex technical issues and escalating to engineering when needed
- Gathering customer feedback to inform product roadmap priorities
- Managing support tools, ticketing systems, and infrastructure
You should have experience managing technical support or customer success teams, ideally in a B2B hardware or developer tools context. Strong technical foundation (ability to understand complex systems, troubleshoot, and communicate technical concepts clearly) is essential. You're comfortable with ambiguity in a growing company, can wear multiple hats, and are passionate about customer outcomes.
Lumafield was founded in 2019 to revolutionize manufacturing through advanced inspection technology. The company has rebuilt industrial CT scanning from the ground up—from X-ray capture through computer vision analysis to web-based collaboration—making cutting-edge manufacturing tools accessible across industries. Headquartered in San Francisco with an office in Cambridge, MA, Lumafield is backed by experienced operators and investors who understand hardware and manufacturing.
