---
title: 'Manager, Customer Support Engineering at Lumafield'
canonical: 'https://feeny.ai/job/manager-customer-support-engineering-lumafield-san-francisco-a730624vtgr8'
type: 'job'
last_seen: '2026-09-07'
---

# Manager, Customer Support Engineering at Lumafield

- **Company:** Lumafield
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/lumafield/409b94ce-84d0-47fb-b412-8fa309758806

## Job description

About Lumafield:

Lumafield was founded in 2019 to upgrade manufacturing.

We are engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to upgrade it.

Engineers make million-dollar decisions every day, and they need tools that give them the greatest possible insight into their products. By offering unprecedented visibility into products, as well as AI-driven tools that highlight problems and generate quantitative data, Lumafield promises to revolutionize the way complex products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively.

We rebuilt the whole system, from X-ray capture, to computer vision analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. Our company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper vision, operational excellence, and powerful insights. And then we'll upgrade it all again.

Lumafield is headquartered in San Francisco, CA. and has an office in Cambridge, MA.

About the role:

As the lead of Customer Support, you will own customer issues from first response through resolution. The team handles technical troubleshooting and advises customers on applying our solutions to their use case. Support is the fastest and most frequent touchpoint customers have with Lumafield, and the technical backbone other customer-facing teams rely on.

The role is technical and hands-on. Lumafield's platform spans hardware, firmware, embedded applications, and cloud software, and support triages issues across all of it. You will set the standard for how the team investigates problems, escalates them, and communicates back to the customer.

You will work with Customer Success Managers on account health and escalation, and with internal engineering teams to triage issues, close the loop on fixes, and feed field signal back to Product. You will own the reporting on support performance and use it to get ahead of problems before they reach a customer.

What you'll do:

- Manage, coach, and develop the team, setting the bar for technical rigor and professionalism and empathy in every customer interaction. This includes hiring responsibilities.
- Take full ownership of customer issues and inquiries from first response to resolution, including driving root cause investigations, escalation paths, ownership handoffs, and close communication to customers.
- Review and triage issues, which may include reviewing logs, debuggers, and reproduction environments to isolate root cause before escalating.
- Maintain and continuously improve the support system, reporting, and data management. Use data to identify systemic issues early; customer support supplies data to multiple parts of the engineering team
- Provide structured feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends observed in the field.
- Partner with Customer Success Managers on escalations, at-risk accounts, and the handoff between support interactions and broader account strategy.

About you:

- 6+ years in customer success engineering, support or solution engineering, or a comparable customer-facing technical function
- At least 2+ year of people management experience
- A builder; experience setting up systems, processes, and data reporting aligned with the teams’ and business’ needs
- Comfortable parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services.
- Exquisite communicator who is able to explain technical problems to customers clearly under pressure, manage tone and expectations, and also represent the customer’s position credibly to internal engineering teams.
- Comfortable working across commercial, product, and multiple engineering disciplines, and able to keep issues moving across team boundaries.

Bonus:

- Background supporting a product that spans embedded systems and cloud software rather than software alone
- Experience scaling a support function, including scaling coverage models.
- Familiarity with industrial equipment, metrology systems, or particularly x-ray emitting equipment
- Experience supporting customers in regulated industries such as medical devices, aerospace and defense, or automotive.

Lumafield offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more!

Lumafield is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you!

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status.

Reach out if you want to be a part of what we are building.

## About Lumafield

## Company Overview
- **One-liner**: Lumafield provides industrial X-ray computed tomography (CT) scanners and cloud-based analysis software that give engineers non-destructive, three-dimensional insight into manufactured parts.
- **Entity Type**: Private (Series C funded)
- **Headquarters**: San Francisco, California, United States (with an additional office in Cambridge, Massachusetts)
- **Founded**: 2019
- **Founders**: Eduardo Torrealba (CEO)

## Core Business
- **Primary industry/industries**: Industrial CT scanning, non-destructive testing, manufacturing intelligence, hardware + software.
- **Target customers**: B2B – engineering teams in manufacturing, aerospace, automotive, medical devices, defense, and consumer goods.
- **Mission/purpose statement**: “Upgrade manufacturing.” The company is building a platform from X-ray capture to computer vision analysis to web-based collaboration to make advanced manufacturing tech accessible to every industry. [lumafield.com/about](https://www.lumafield.com/about)

## Products & Services
- **[Neptune, Triton, Saturn]**: Industrial X-ray CT scanners for R&D and production, offering non-destructive internal inspection of components.
- **[Mars]**: High-volume in-line inspection solution for automated quality assurance on manufacturing lines.
- **[Voyager]**: Cloud-based analysis software that enables engineers to inspect, measure, and collaborate on CT scan data from any browser.

All products are part of an integrated manufacturing intelligence platform. [cbinsights.com/company/lumafield](https://www.cbinsights.com/company/lumafield)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Total funding of $202.5M; annual revenue reported at $3M (likely early-stage). [linkedin.com/company/lumafield](https://linkedin.com/company/lumafield)
- **Notable Investors/Partners**: Series C ($75M) led by IVP (April 2025); prior rounds led by Kleiner Perkins, Lux Capital, DCVC. [linkedin.com/company/lumafield](https://linkedin.com/company/lumafield)
- **Growth Signals**: Headcount grew 17.8% YoY to ~140 employees; LinkedIn followers up 106.7% yearly to 34,410; actively hiring across engineering, sales, and compliance roles. [linkedin.com/company/lumafield](https://linkedin.com/company/lumafield)

## Competitive Advantages
- **Full-stack rebuild**: Lumafield rebuilt the entire CT scanning system – from X-ray capture hardware to computer vision analysis to a web-based collaboration platform – making a historically expensive and complex tool far more accessible.
- **Cloud-native software**: Voyager enables real-time collaboration and analysis without on-premise installation, a differentiator against legacy CT software.
- **Patented technology**: The company holds 15 patents related to 3D X-ray and inspection methods. [cbinsights.com/company/lumafield](https://www.cbinsights.com/company/lumafield)

## Strategic Focus
- **Upgrade manufacturing**: Continue expanding the hardware and software platform to make industrial CT scanning an everyday tool for engineering teams.
- **Scale for high-volume inspection**: Mars (in-line solution) targets production-line quality assurance, opening the market beyond R&D.
- **Defense & regulated industries**: Hiring for Director of Regulatory Compliance & Validation Strategy and Customer Success Manager – Defense & Federal Programs, indicating a push into government and regulated verticals. [jobs.lever.co/lumafield](https://jobs.lever.co/lumafield)

## Why Work Here
- **Culture & values**: Core values of speed, curiosity, integrity, and empathy; employees are recognized through quarterly peer-nominated awards (“Mega Kudos”); open-door policy, monthly all-hands, and CEO office hours. [lumafield.com/careers](https://www.lumafield.com/careers)
- **Remote/hybrid**: Hybrid model – new hires attend an onboarding week at Boston HQ; roles based in San Francisco, Cambridge, and El Segundo. [lumafield.com/careers](https://www.lumafield.com/careers)
- **Perks**: Health/vision/dental coverage; paid parental leave; equity for all full-time employees; flexible vacation; mental health & wellness perks; catered lunches & full kitchen; retirement savings. [lumafield.com/careers](https://www.lumafield.com/careers)
- **Engineering culture**: Emphasis on solving complex problems, hands-on work with manufacturing hardware and software, and collaboration across disciplines (hardware, software, AI/ML). [jobs.lever.co/lumafield](https://jobs.lever.co/lumafield)

## Sources
1. [lumafield.com/careers](https://www.lumafield.com/careers)
2. [lumafield.com/about](https://www.lumafield.com/about)
3. [linkedin.com/company/lumafield](https://linkedin.com/company/lumafield)
4. [cbinsights.com/company/lumafield](https://www.cbinsights.com/company/lumafield)
5. [jobs.lever.co/lumafield](https://jobs.lever.co/lumafield)

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