Technical Support Engineer Lead

Lumana helps organizations turn video into action. Our AI video security platform helps customers improve safety, strengthen security, and respond faster when it matters most. Founded in 2021 and backed by leading Silicon Valley investors, we’re growing quickly. Here, you’ll think big, move fast, and own work that has a visible impact. Description We’re looking for a hands-on Technical Support Engineer Team Lead to guide our support team in Caesarea while helping customers in Israel and around the world get the most from Lumana’s AI-powered video analytics platform. You’ll take ownership of customer issues from initial diagnosis through resolution, including complex escalations involving cameras, networks, and video systems. You’ll also help the team build strong support practices: clear ticket workflows, useful documentation, effective collaboration, and consistent communication with customers and internal teams. This is a working lead role. You’ll balance team guidance and support operations with direct technical troubleshooting and customer engagement. This role reports to the Global Head of Solutions Engineering. Location Caesarea, Israel · Hybrid, with three days onsite and two days working remotely Hours This role will occasionally have to cover for other shifts and positions for holidays and weekends when needed What You’ll Do Lead, coach, and support the technical support team, helping team members develop their troubleshooting and customer communication skills. Manage the scheduling of Israel-based Technical Support Engineers to appropriately cover all shifts they are responsible for, including any on nights and weekends. Coordinate with the Global Head of Technical Support regarding coverage for Israel holidays, which will likely require support coverage provided outside of Israel. Take ownership of complex customer issues and escalations, driving them from initial investigation through resolution. Diagnose issues across networks, cameras, and video systems; gather relevant evidence and coordinate next steps with customers and internal teams. Communicate clearly with customers in Israel and abroad, setting expectations and keeping them informed throughout the resolution process. Manage support tickets and workflows in Zendesk and Jira, helping the team maintain clear ownership, prioritization, and follow-through. Identify recurring issues and patterns in support cases, then share findings with Product, Engineering, and other relevant teams. Improve support processes and documentation so the team can resolve issues consistently and customers can get help efficiently. Help establish and maintain a high standard for customer experience as Lumana and its support needs grow. What Success Looks Like Customers receive clear, timely communication and feel that their issues have an accountable owner. Complex technical issues move through a structured investigation toward resolution. The support team has strong day-to-day guidance, clear workflows, and useful documentation. Recurring issues are surfaced to the teams best positioned to address them. Support operations keep pace with the needs of a growing, global customer base. What This Role Is—and Isn’t This is a hands-on leadership role for someone who enjoys solving technical problems and helping others do the same. It includes direct customer support, escalations, team guidance, and improving how support work gets done. It is not limited to assigning tickets or managing dashboards. What We’re Looking For Must Have At least five years of experience in technical support in a fast-paced start-up. A minimum of one year of team leadership experience. Experience leading a team or providing day-to-day technical guidance to teammates. Hands-on knowledge of networks and cameras. Experience supporting customers in Israel and internationally. Experience using Zendesk and Jira to manage support cases and workflows. Strong troubleshooting skills and the ability to work methodically from diagnosis through resolution. A customer-focused approach, with clear written and verbal communication. Professional working proficiency in English. Experience with video security, video management systems, or video analytics. Experience supporting edge devices or camera deployments in customer environments. Experience building support documentation, escalation processes, or team workflows. How We Work At Lumana, small teams take meaningful ownership. That means being ready to work through ambiguity, stay close to customer needs, and follow problems through rather than handing them off without context. We value thoughtful communication, principled judgment, and collaboration across teams and locations. The pace can be demanding, and priorities may shift as customer needs and the business evolve. What We Offer Food allowance: 10Bis allowance. Time off: competitive annual vacation, paid sick leave, and observed holidays. Financial benefits: Keren Hishtalmut (study fund) and equity eligibility. Hybrid flexibility: Two remote workdays per week. Work setup: Office equipment and a home office stipend. Our Interview Process We’ll share the interview steps, participants, and any preparation expectations with you at the start of the process. We aim to keep the process focused and respectful of your time. Equal Opportunity: Lumana considers applicants without regard to protected characteristics, in accordance with applicable law. Interview Policy: Please answer independently during interviews. Do not use real-time AI assistance, transcription, or answer prompts without prior authorization. Unauthorized use may disqualify you. Recruitment Fraud: Official hiring emails come from @ lumana.ai . We never request payment or banking information during hiring. Agencies: We do not accept unsolicited agency resumes or pay fees without a signed agreement.