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Advanced Support Engineer

Lumafield

Lumafield

Other Engineering, Customer Service
San Francisco, CA, USA
Posted on Wednesday, June 5, 2024
About Lumafield:
Founded in 2019, Lumafield has developed the world's first accessible X-Ray CT scanner for engineers. Our easy-to-use scanner and cloud-based software give engineers the ability to see their work clearly, inside and out, at an extremely affordable price.
Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries.
We are an impact driven company obsessed with providing the best value to our customers keeping their needs at the center of our evolution. Our team today includes world-class researchers and industrial designers, PhDs, creators, founders of successful startups, and zero egos. We are backed by top venture capital funds like Kleiner Perkins, Lux Capital, DCVC, Spark Capital, and others.
The company is headquartered in Cambridge, MA and has an office in San Francisco, CA.
About the role:
As an Advanced Solutions Engineer at Lumafield, you will play a pivotal role in ensuring the successful integration and utilization of our solutions for our clients. Your primary responsibilities will include scanning customer parts, creating fixtures, and providing tier 1 and tier 2 support. Additionally, you will serve as the liaison between our product lines and our solutions engineers, ensuring seamless communication and collaboration.

What you'll do:

  • Utilize our Neptune systems to accurately capture and digitize customer parts ensuring the quality and precision of scanned data meets client specifications.
  • Design and create fixtures to optimize the scanning process and enhance accuracy.
  • Collaborate with clients to understand specific requirements and customize fixtures accordingly.
  • Provide tier 1 and tier 2 support to clients, addressing technical issues, troubleshooting, and resolving challenges promptly.
  • Facilitate effective communication, ensuring that client feedback and concerns are addressed in a timely and satisfactory manner.
  • Collaborate with the solutions engineering team to understand client needs and contribute to ongoing product improvements.
  • Create comprehensive documentation for scanning processes, fixture creation, and common troubleshooting procedures.
  • Conduct training sessions for clients and internal teams to enhance their understanding of our solutions.

About you:

  • Problem-solving mindset with a focus on delivering exceptional customer satisfaction.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a fast-paced environment.

Bonus points for:

  • Proven experience in 3D scanning, fixture creation, and technical support.
Lumafield offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more!
Lumafield is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you!
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status.
Reach out if you want to be a part of what we are building.