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LucidLink is a file streaming platform enabling teams to access large files in the cloud instantly without downloads, syncing, or VPNs. The company serves 4,000+ customers including Adobe, Spotify, Warner Bros, and Paramount, with 100,000+ users streaming over 100 petabytes globally. Founded in 2016 by storage industry veterans, LucidLink has won an Emmy Award for Engineering, Science & Technology.
As a Technical Support Engineer Level 2, you will be the primary point of contact for customer support across email, chat, and phone channels. You'll troubleshoot issues related to the cloud networking product, answer technical inquiries, and triage inbound requests for internal escalation. This is a newly formed support team, offering opportunities to grow and actively shape customer support processes and decision-making.
Key responsibilities include maintaining empathetic and professional customer interactions, responding promptly to inquiries, resolving cases with proper tracking and follow-up, collaborating with other teams to ensure consistent high-quality support, and developing deep product knowledge across multiple areas. You'll analyze how customers use the service, make recommendations based on their needs, and provide feedback to business and development teams.
Required qualifications: at least 2 years of technical support or similar experience; fluent English (written and spoken); experience supporting desktop applications (macOS, Windows, Linux); ability to reproduce customer issues and lead debug sessions; proficiency collecting debug information (logs, memory dumps); knowledge of cloud environments (AWS), networking, and storage; experience setting up multi-host environments for reproducing complex setups.
The ideal candidate is analytical, result-oriented, self-motivated, and thrives in fast-paced environments. You should be a team player who shares the company's core values of integrity, innovation, and empathy. AI fluency is a core professional competency; the interview will explore your current use of AI tools and your approach to responsible AI usage.
Working hours are core US daytime (9 AM–6 PM local time with 1-hour break). While Pacific or Mountain time zones are ideal, strong applicants from anywhere in the US are welcome.
