Technical Support Engineer
LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.
Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.
✨ In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.
Our mission: To make people feel that they belong and have a purpose.
To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:
🎯 Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
🎯 Transform employees into real ambassadors of their company,
🎯 Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
🎯 Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.
With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.
If these core values sound like you: "be bold, do amazing things", "say what you mean, do what you say", "one team, same mission", "always be evolving": apply now!
*Team*
In this role, you will troubleshoot and resolve complex customer issues, provide thoughtful solutions, and help users better understand and navigate platform features and functionality. You will work closely with cross-functional teams, including Engineering, Customer Solutions Engineers, and Customer Success Managers, to investigate issues, share insights, and improve the overall customer experience.
*Missions*
What you will do:
Provide timely support to customers through email and support ticket channels Identify customer needs and guide users in understanding and utilizing platform features
Diagnose, troubleshoot, and resolve product-related issues and malfunctions
Test, replicate, and investigate a wide range of platform features and reported issues
Collaborate cross-functionally with internal teams across multiple time zones
Maintain accurate documentation and ensure all issues are properly logged Effectively prioritize and manage multiple open issues simultaneously
Escalate unresolved or complex issues to the appropriate internal teams when necessary
Follow up with customers to confirm the successful resolution of technical issues Contribute to internal knowledge bases and documentation by capturing technical insights, solutions, and customer use cases
Lead and contribute to initiatives aimed at improving support team efficiency and the overall customer experience
On-Call Duties:
Participation in the rotating on-call schedule is voluntary, and team members who choose to participate may be required to respond to urgent issues or emergencies outside of regular business hours.
*Skills*
Experience in a Technical Support, Customer Support, or similar client-facing role
Ability to diagnose and troubleshoot technical issues, including API-related requests
Ability to communicate technical concepts effectively to non-technical users
Experience using help desk software and other support tools
Strong problem-solving and communication skills
Ability to provide step-by-step technical guidance, both written and verbal
Patience, attention to detail, and diligence when handling complex cases
Additional certifications (Microsoft Azure, Google Workspace, Okta, etc.) are a plus
💡 Why You’ll Love Working at LumApps
At LumApps, we believe in fostering an environment where every team member feels valued, supported, and empowered to thrive. Here's a glimpse of what we offer:
🏖️ Generous Paid Leave – 25 vacation days (prorated based on hire date), 9 sick days, 10 paid holidays, plus 2 floating holidays
🏥 Health Insurance – United Healthcare, 100% employer-paid benefits from day 1
💰 401k Retirement Plan – We match 100% of your contribution up to 4%
👶 Family-Friendly Policy – Inclusive maternity & paternity leave
🎉 Team Celebrations & Seasonal Events – Because culture matters
We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.
- Department
- Support USA
- Locations
- Austin
Austin
LumApps is...
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A company that has been growing for more than 10 years
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Nearly 400 Lumies worldwide
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More than 700 customers
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Offices in Austin, Paris, Lyon, Lille, Sophia-Antipolis, London, Tokyo, Hamburg and Barcelona
Our greatest pride?
Our talents come from a variety of backgrounds and are passionate about creating a unique, powerful solution that delivers the best possible employee experience.
About LumApps
LumApps is an Employee Experience Platform that helps organizations thrive in a digital environment by connecting and empowering employees with purpose and belonging.