Technical Support Engineer, L2

Job description

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 — including Adobe, Spotify, Warner Bros, and Paramount — 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. - Hypergrowth journey: Joining a company with rapid growth means unparalleled opportunities for advancement, learning, and being part of an exciting journey toward unicorn status. You’ll experience the adrenaline of startup speed combined with the satisfaction of building something truly impactful. - 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. JOB DESCRIPTION Joining LucidLink as a Technical Support Engineer (Level 2) you will be responsible for ensuring that all inbound support requests are promptly answered, triaged and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat and phone. You will be troubleshooting customer issues related to our cloud networking product and answer technical enquiries about the product. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support. 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. YOUR SKILLS AND QUALIFICATIONS: - At least 2 years of experience as Technical Support or a similar position. - Fluent English both written and spoken. - Experience supporting products in desktop applications environments (macOS, Windows, Linux). - Experience reproducing clients’ issues, and leading debug sessions in live calls with customers. - Effectively collecting debug information to ease problem solving (logs, memory dumps etc). - Knowledge in cloud environments (e.g. AWS), networking, storage. - Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups. YOUR RESPONSIBILITIES: - Maintaining a positive, empathetic and professional attitude toward customers at all times. - Responding promptly to customer inquiries. - Resolving cases, tracking the progress and providing required follow-up. - Working with other teams to ensure a consistent and high-quality level of support. - Knowing our product inside out and being able to answer customer questions in a wide variety of areas. - Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams. The ideal team member possesses the following personal traits: - 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. 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.