Customer Tech Lead

As a Customer Technical Lead, you will be our champion bringing customers onto the platform, working closely between sales, customer success, product, and engineering. Furthermore, you'll gain leadership opportunities early-on, by helping grow the team and scaling our technical go-to-market motion, the product, and the company!

• Own the technical side of our sales, implementation, and post-sales motions at Lumos.
• Drive technical and process investments to scale our sales and success teams, collaborating closely with our product and engineering teams, and increase our ability to support our growing number of customers excellently.
• Serve as a technical point of contact for our success team and customers — digging into and resolving technical issues where needed, but focusing on scaling our support motion through better product experiences and self-service documentation.
• Architect deployments of Lumos for our most complex prospects, and assist the sales team in technical discovery and qualification. Optimize and simplify our POC process. Own and improve our demo environment.
• Identify critical bottlenecks and automate the onboarding process. Shape our approach to the customer self-service experience. Build processes and documentation to support our customers, and help build the foundations for our support model.

• Technical Knowledge (SQL, Python): This role requires fluency in SQL and comfort reading python. Lumos is a highly technical product with a technical customer base, and you’re able to quickly acclimate to this environment. Sufficient knowledge of working in a terminal, database models, APIs, infrastructure, and frontend to debug problems, help direct engineering effort, and resolve issues.
• High-Agency Customer Champion: You’re excited to work closely with prospects and customers, and are skilled at empowering others. Are empathetic and gain energy from interacting closely with customers. You’ll go the extra mile to make customers feel excited and supported when working with us. Yet you are also able to push back when needed, and can effectively influence others and objection handle concerns.
• Analytical Builder: You start by understanding customer problems before proposing solutions. You enjoy working in ambiguity and are comfortable creating clarity and structure around you as needed. You are detail- and process-oriented. You think analytically to understand bottlenecks and what is the right problem to solve. When it’s time for solutioning, you push for automation, yet also know when to do things that don’t scale.
• Excellent Communicator: Excellent commercial communication skills (written, oral, and presentation). Promote a sense of confidence about Lumos within customers and wow them in interactions! Translate business needs into technical requirements, and articulate product features in terms of customers’ goals.

• $150,000 - $190,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

We’re looking for a generalist solutions engineer/architect, ideally with startup experience in B2B enterprise SaaS tech. Having said this, we care much more about your motivation and excitement to grow into the role than we care just about your CV.

Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

*We encourage you to apply even if you think you might not be perfect fit! 🤝