Technical Support Engineer

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe. Luminance is looking to hire into its

Support function: this team act as the first response to prospective customer and customer issues alike, helping facilitate a seamless execution of Luminance’s technology within their own environment. A Support team member is the point of contact for existing customers, acting as the triage centre for all customer questions or issues. You will be responsible for ticketing, managing and solving all customer queries, either handling them directly or liaising with other departments in the business to provide excellent communication and customer service.

You will enjoy managing accounts, and seeing any potential issues through to a resolution. This role is all about building rapport and cultivating relationships with our prospective customers and customers, who span from multinational law firms and manufacturing companies to global retailers and pharmaceutical giants. Once trained up, members of the

Support team will have a high level of working knowledge of Luminance’s products, and will be able to explain how to use product features to solve customer pain points.

will be a real ‘people person’ with critical thinking skills and a desire to solve problems.

Managing customer problems from start to finish and maintaining customer relationships throughout the whole support process

• Responsible for communicating with the customer and answering their query, whether that is responding directly on simple issues or bringing in a Technical Specialist to assist further
• Having a comprehensive understanding of the product
• Understanding the individual use cases and needs of each customer
• Bachelor's or Master's degree in a scientific or analytical discipline with a 2:1 or above (UK) or GPA of 3.5 or above (US)
• Excellent interpersonal and communication skills, both verbal and written
• Desire to work in a customer-facing role
• Highly-detail oriented with a problem-solving attitude
• Organised with excellent time management skills with an ability to prioritise effectively
• Experience with customer-facing activities is desirable, but not essential
• Prior experience of eDiscovery is desirable, not but essential

The job is published on Luminance’s website. Open the original posting ↗ to submit your application. Screeningpass does not fill in a form for you.

Start a contact search from this page. Screeningpass suggests up to three people connected to the role. Choose whom to write to, then Screeningpass looks for their professional email and prepares a message. You review it and send it yourself with Gmail. An email address is not always available, and a reply is never guaranteed.

A search costs 1 credit. Your credit is returned if the search fails. Signing up gives you 3 credits, enough for 3 searches.

Screeningpass brings together internships, apprenticeships and jobs published by companies. For a job, Screeningpass finds someone to contact at the company, looks for their professional email and prepares a message using your CV. See how it works in detail.