Job description

Hi, I'm Jeremy Norwood, US Technical Support Manager at LucidLink. We're looking for a Level 2 Technical Support Engineer who is passionate about delivering exceptional customer experiences and solving complex technical problems. In this role, you’ll be the primary point of contact for our customers across email, chat, and phone—ensuring every inbound request is promptly answered, triaged, and internally escalated when necessary. Because our platform sits at the intersection of cloud networking and high-performance workflows, you’ll spend your time diving deep into technical troubleshooting and answering in-depth product inquiries. We’re looking for a smart, self-motivated problem-solver with an analytical mindset who thrives in a fast-paced environment. You should have a strong desire to learn and help others, along with a pragmatic, ethical approach to using modern AI tools to boost your productivity. Most importantly, you’ll take an active role in shaping our support processes and driving continuous improvement across the team. Working hours This position works during core US daytime hours (9:00 AM to 6:00 PM local time, with a 1-hour break). While our ideal candidate is located in the Pacific or Mountain time zone, we welcome stellar applicants from anywhere in the US. WHAT YOU'LL DO: - Maintain a positive, empathetic and professional attitude toward customers at all times. - Respond promptly to customer inquiries. - Resolve cases, tracking the progress and providing required follow-up. - Work with other teams to ensure a consistent and high-quality level of support. - Know our product inside out and being able to answer customer questions in a wide variety of areas. - Analyze how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams. WHAT WE'RE LOOKING FOR: - At least 2 years of experience as Technical Support or a similar position. - Great communication skills, fluent in English both written and spoken. - Experience in supporting products in desktop applications environments (macOS, Windows, Linux). - Experience in reproducing clients’ issues, and leading debug sessions in live calls with customers. - Effectively collecting debug information to ease problem solving (logs, memory dumps etc). - Knowing TCP/IP. GOOD TO HAVE: - Knowledge in cloud environments (e.g. AWS), networking, storage. - Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups. - Ability to read and comprehend source code. - Ability to use scripting languages to automate and speed up tasks. YOU ARE AN IDEAL TEAM MEMBER IF YOU: - Shares our core values. - Is a team player. - Is smart with an analytical mindset. - Is result-oriented and self-motivated. - Has a positive, can-do attitude. - Thrives in a fast-paced, dynamic environment. - Uses AI ethically and pragmatically to boost productivity while maintaining accuracy, data privacy, and strong problem-solving skills. - Has a strong desire to constantly learn while helping others do the same. COMPANY OVERVIEW LucidLink is the file streaming platform for large-file workflows. We give teams and tools instant access to data in the cloud, so work starts right away, anywhere. No downloads, no syncing, no VPNs. What began as a faster way to open huge media files is now a platform spanning streaming from existing storage, on-site acceleration, web and mobile access, and a developer layer that connects agents to the filespace, all with zero-knowledge security and enterprise governance built in. More than 4,000 companies and 100,000 users in over 150 countries stream more than 100 petabytes with LucidLink, and the Television Academy has recognized us with an Engineering, Science & Technology Emmy Award. Founded in 2016 by storage industry veterans, we are headquartered in San Francisco with an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe and Australia. Reasons to join LucidLink: - Tackle big challenges: You’ll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll gain deep insight into cutting-edge technologies and play a role in shaping the future of global workflows. - Values-led culture: Our values don’t just exist on paper—they guide every decision and interaction. You’ll thrive in an environment where integrity, innovation, and empathy are at the core of how we operate, empowering you to grow personally and professionally. - Immediate impact: At LucidLink, your work will matter—immediately. You’ll be part of a tight-knit team of 230+ builders working at startup speed, where your ideas and actions will create tangible, exponential results that contribute to our collective success. - Comprehensive benefits: We believe in investing in our people. With flexible PTO, a competitive salary, stock options, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance. At LucidLink, AI fluency is a core professional competency. As part of our interview process, we'll explore how you currently use AI tools in your work and how you think about using them responsibly.

Requirements

Must-haves

Working hours
Maintain a positive, empathetic and professional attitude toward customers at all times.
Respond promptly to customer inquiries.
Resolve cases, tracking the progress and providing required follow-up.
Work with other teams to ensure a consistent and high-quality level of support.
Know our product inside out and being able to answer customer questions in a wide variety of areas.
Analyze how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.
At least 2 years of experience as Technical Support or a similar position.
Great communication skills, fluent in English both written and spoken.
Experience in supporting products in desktop applications environments (macOS, Windows, Linux).
Experience in reproducing clients’ issues, and leading debug sessions in live calls with customers.
Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
Knowing TCP/IP.
Knowledge in cloud environments (e.g. AWS), networking, storage.
Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.
Ability to read and comprehend source code.
Ability to use scripting languages to automate and speed up tasks.
YOU ARE AN IDEAL TEAM MEMBER IF YOU:
Shares our core values.
Is a team player.
Is smart with an analytical mindset.
Is result-oriented and self-motivated.
Has a positive, can-do attitude.
Thrives in a fast-paced, dynamic environment.

Nice-to-haves

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Effort: quick

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