Support Engineer

Cambridge, MA

The Role

Luminoso is a SaaS based company founded in Cambridge, MA and we’re looking for qualified candidates to help grow and scale our support organization in our effort to better serve our clients.

The Application Support Engineer is responsible for supporting Luminoso Technologies’ portfolio of software solutions throughout the lifecycle of a customer.  The ideal candidate has a customer first attitude and innate sense of urgency when it comes to resolving technical problems for our clients.

Key Responsibilities

Technical Application Support:

  • Handling all technical issues submitted by assigned accounts

  • Proactive support & monitoring of the system to ensure flawless operation

  • Close collaboration with Customer Success Managers on ensuring clients are achieving desired business outcomes

  • Scripting internal tools and automation to better serve clients in a scalable manner

  • Technical collaboration with Product Management, Technical Services & DevOps on continuous service improvement initiatives

Position goals will be based on customer satisfaction metrics, support KPIs (response times and quality of response) and stretch goals as assigned.

Skills & Qualifications

  • 2-4 years of SaaS application support experience

  • Strong written and verbal communication skills and an ability to articulate complex material into easily understood concepts

  • Ability to communicate with strong technical & non-technical users

  • Experience with Python strongly preferred

  • Working knowledge of BI tools (Tableau, Power BI, etc.)

  • Ability to take the initiative and work independently within a team

  • 24x7 rotation for urgent client issues required

  • Multiple shifts available

  • Ability to travel to client sites as needed ( < 10%)

  • Bachelors Degree in Computer Science, Engineering or related field required