We’re looking for someone with a technical background who is passionate about engaging your customers and ensuring they have a great experience. You will be responsible for leading the support domain by helping customers with their support issues, and also developing methodologies, tools and technical documentation to streamline our support experience. You will drive success at Lumigo by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy.

Key Responsibilities

• Become a Lumigo product expert and a customer advocate
• Answer inbound Support requests about Lumigo’s platform
• Report and monitor product bugs escalated to engineering
• Manage the customer feedback process - including triaging requests and working with product to provide updates on the request status
• Contribute to team operational improvements and support knowledge base documentation and building scripts to enable the rest of the team

• 2+ years of customer support, technical support, or related customer-facing role
• Experience in debugging systems, and reproducing issues
• Excellent communication with ability to manage customer expectations
• Ability to manage competing priorities and deadlines with a sense of urgency
• Experience in leading a support team
• Nice to have: AWS experience