Senior Support Engineer

Description

About Luminai

Healthcare operations have always depended on people to bridge the gaps that technology couldn't. It relies on complex manual work to carry out critical internal processes, yet most health systems don’t have enough resources to properly automate these tasks, leaving them stuck in outdated, labor-intensive SOPs.

Luminai structures the chaos, automates the manual handoffs, and deploys end-to-end workflows across every system, providing the integrated intelligence layer to improve processes over time. By delegating to autonomous AI systems those mission-critical workflows that previously expended valuable human time, Luminai allows doctors and administrators to do what they do best: Focus on Patients.

We've raised $60M in funding, including our recent Series B led by Peak XV Partners (formerly Sequoia India), with participation from healthcare-focused Define Ventures and continued support from General Catalyst and Y Combinator. We're backed by some of the best investors in Silicon Valley, including Kevin Weil (Chief Product Officer at OpenAI), Arash Ferdowsi (co-founder of Dropbox), Katie Stanton (former VP Global Media, Twitter), and CEOs of companies such as Flexport, Notion, Front, Ramp, and Twitch.

Our team is in-office 4 days a week (Monday - Friday, Wednesday optional WFH) in either San Francisco, California or New York, New York.

About The Role

As a Senior Support Engineer working on production operations, you will play a foundational role in owning, maintaining, and improving customer workflows once they move from active build into steady state. The platform is used by organizations worldwide to deploy and scale executable AI automations in mission critical production environments, including large enterprise health systems like Cleveland Clinic (https://www.fiercehealthcare.com/ai-and-machine-learning/how-cleveland-clinic-working-startup-luminai-test-how-ai-can-run-hospital). You are expected to have a strong proficiency in fundamentals of software engineering, a willingness to pick up deep context on complex production systems, and an ability to work independently in ambitious environments.

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Responsibilities

• Own ongoing support and maintenance for production workflows once they move out of active development
• Triage and resolve escalations, looping in engineering only when a fix requires it
• Make small improvements and fixes directly, without requiring a full rebuild from the original engineering team.
• Build deep working knowledge of our most complex customer environments to ensure nothing is lost in handoff.
• Collaborate closely with Forward Deployed Engineers and product to flag patterns or recurring issues that point to bigger gaps.
• Communicate clearly and consistently with customers on the status of issues and fixes.

Requirements

• Proven track record of owning and resolving technical issues in a production environment
• Solid fundamentals in software engineering, with enough fluency to read code and make small fixes yourself
• Strong communication skills and an ability to earn trust working closely with engineers day to day
• Attention to detail and a first-principles approach to diagnosing issues in complex, real world systems
• Experience supporting software in a customer facing, mission critical setting
• Experience: 5+ years
• Visa: US citizen/visa only