---
title: 'Technical Support Engineer, L2 at LucidLink'
canonical: 'https://feeny.ai/job/technical-support-engineer-l2-lucidlink-united-states-qn3vc4a01ecc'
type: 'job'
last_seen: '2026-09-06'
---

# Technical Support Engineer, L2 at LucidLink

- **Company:** LucidLink
- **Location:** United States
- **Compensation:** $72k–$107k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-04
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/lucidlink/655200bc-d808-41e5-85e1-c1e029ee3662

## Job description

## COMPANY OVERVIEW

LucidLink is the file streaming platform for large-file workflows. We give teams and tools instant access to data in the cloud, so work starts right away, anywhere. No downloads, no syncing, no VPNs. What began as a faster way to open huge media files is now a platform spanning streaming from existing storage, on-site acceleration, web and mobile access, and a developer layer that connects agents to the filespace, all with zero-knowledge security and enterprise governance built in. More than 4,000 companies — including Adobe, Spotify, Warner Bros, and Paramount — and 100,000 users in over 150 countries stream more than 100 petabytes with LucidLink, and the Television Academy has recognized us with an Engineering, Science & Technology Emmy Award. Founded in 2016 by storage industry veterans, we are headquartered in San Francisco with an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe and Australia.

## REASONS TO JOIN LUCIDLINK:

- Tackle big challenges: You’ll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll gain deep insight into cutting-edge technologies and play a role in shaping the future of global workflows.
- Values-led culture: Our values don’t just exist on paper—they guide every decision and interaction. You’ll thrive in an environment where integrity, innovation, and empathy are at the core of how we operate, empowering you to grow personally and professionally.
- Hypergrowth journey: Joining a company with rapid growth means unparalleled opportunities for advancement, learning, and being part of an exciting journey toward unicorn status. You’ll experience the adrenaline of startup speed combined with the satisfaction of building something truly impactful.
- Immediate impact: At LucidLink, your work will matter—immediately. You’ll be part of a tight-knit team of 230+ builders working at startup speed, where your ideas and actions will create tangible, exponential results that contribute to our collective success.
- Comprehensive benefits: We believe in investing in our people. With flexible PTO, a competitive salary, stock options, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance.

## JOB DESCRIPTION

Joining LucidLink as a Technical Support Engineer (Level 2) you will be responsible for ensuring that all inbound support requests are promptly answered, triaged and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat and phone. You will be troubleshooting customer issues related to our cloud networking product and answer technical enquiries about the product. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support.

Working hours

This position works during core US daytime hours (9:00 AM to 6:00 PM local time, with a 1-hour break). While our ideal candidate is located in the Pacific or Mountain time zone, we welcome stellar applicants from anywhere in the US.

## YOUR SKILLS AND QUALIFICATIONS:

- At least 2 years of experience as Technical Support or a similar position.
- Fluent English both written and spoken.
- Experience supporting products in desktop applications environments (macOS, Windows, Linux).
- Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.
- Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
- Knowledge in cloud environments (e.g. AWS), networking, storage.
- Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

## YOUR RESPONSIBILITIES:

- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Resolving cases, tracking the progress and providing required follow-up.
- Working with other teams to ensure a consistent and high-quality level of support.
- Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
- Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.

The ideal team member possesses the following personal traits:

- Shares our core values.
- Is a team player.
- Is smart with an analytical mindset.
- Is result-oriented and self-motivated.
- Has a positive, can-do attitude.
- Thrives in a fast-paced, dynamic environment.
- Uses AI ethically and pragmatically to boost productivity while maintaining accuracy, data privacy, and strong problem-solving skills.
- Has a strong desire to constantly learn while helping others do the same.

At LucidLink, AI fluency is a core professional competency. As part of our interview process, we'll explore how you currently use AI tools in your work and how you think about using them responsibly.

## About LucidLink

## Company Overview
- **One-liner**: LucidLink provides a cloud-native file streaming platform that enables teams to access, edit, and collaborate on massive files in real time without downloading or syncing.
- **Entity Type**: Private (Series C)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2016
- **Founders**: Peter Thompson and George Dochev

## Core Business
- **Primary industry/industries**: Cloud Storage, Collaboration Software, Media & Entertainment, Architecture/Engineering/Construction (AEC)
- **Target customers**: B2B, primarily serving creative and technical teams in media & entertainment (film, video, animation), architecture/engineering/construction (AEC), and marketing/advertising. Customers include enterprises like Warner Bros., Discovery, Spotify, Paramount, and Adobe.
- **Mission or purpose statement**: To make data instantly and securely accessible from anywhere, redefining real-time collaboration for remote, hybrid, and multi-office teams around the world.

## Products & Services
- **LucidLink Filespaces**: A cloud-native file streaming platform that mounts as a local drive. Users can instantly access, stream, and edit files of any size directly from the cloud without downloading, syncing, or using a VPN. It provides a single source of truth with real-time collaboration, zero-knowledge encryption, and enterprise-grade access controls (SSO, SCIM, folder/link permissions). It is SOC 2 Type II, GDPR, and MPAA TPN Blue compliant.
- **LucidLink Enterprise**: A version of the platform that combines fast, secure collaboration with egress-free AWS storage, designed for scaling teams.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding of **$114.6M** across 5 rounds. Annual Revenue estimated at **$5.7M**.
- **Notable Investors/Partners**: Brighton Park Capital (led Series C), Headline (led Series A & B), Baseline Ventures (led Seed), S28 Capital (led Seed). Key partners include AWS.
- **Growth Signals**: Headcount of 203 employees (+11.2% YoY). Received a Technology & Engineering Emmy® Award. Used by teams behind Oscar and Emmy-winning productions (e.g., *The Bear*, *Atlanta*). Operates in 10 countries with a tech hub in Sofia, Bulgaria.

## Competitive Advantages
- **Unique File Streaming Technology**: Unlike sync-and-share tools (Dropbox, Google Drive) or VPNs, LucidLink streams only the data blocks needed, providing instant access to massive files without local downloads or quality loss.
- **Zero-Knowledge Encryption**: Ensures only authorized users can access data, providing a strong security moat for enterprise clients.
- **Seamless Integration**: Works with existing tools (Adobe Creative Cloud, AutoCAD, Revit, Figma, Final Cut Pro) and feels like a local drive, requiring no change in workflow.
- **Enterprise Compliance**: SOC 2 Type II, GDPR, and MPAA TPN Blue certified, making it suitable for highly regulated industries like media and entertainment.

## Strategic Focus
- **Current priorities**: Expanding its enterprise customer base, deepening integrations with creative and engineering tools, and scaling its global workforce. The company is focused on replacing legacy infrastructure (servers, VPNs, sync tools) for distributed teams.
- **Direction for growth**: Continued investment in product development (e.g., AI features, mobile team), expanding into new verticals (sports production, marketing), and growing its presence in EMEA and APAC.

## Why Work Here
- **Culture highlights**: Described as a team of "creatives and technologists" driven by a shared obsession with streamlining collaboration. Values include redefining real-time collaboration and enabling work from anywhere.
- **Remote/hybrid/office policy**: Hybrid and remote-first workforce. Headquarters in San Francisco, with a major tech hub in Sofia, Bulgaria. Teams span North America, Europe, and Australia.
- **Notable perks or engineering culture**: Opportunity to work on a first-of-its-kind file streaming technology that has won an Emmy. The engineering culture is focused on solving complex data streaming and security challenges. Employee reviews on LinkedIn rate the company 4.2/5.0 (Work-Life: 4.3, Compensation: 4.4, Culture: 4.1, Career: 4.1).
- **Open roles (as of mid-2026)**: Senior Field Marketing Manager, Senior Product Designer with AI, Senior Technical Marketing Manager (Developer), Senior Software Engineer (Mobile team), Senior Manager (Revenue Enablement).

## Sources
1. [lucidlink.com](https://www.lucidlink.com/)
2. [lucidlink.com/careers](https://www.lucidlink.com/careers)
3. [linkedin.com/company/lucidlink](https://www.linkedin.com/company/lucidlink)
4. [jobs.ashbyhq.com/lucidlink](https://jobs.ashbyhq.com/lucidlink)
5. [lucidlink.com/blog/what-is-lucidlink](https://www.lucidlink.com/blog/what-is-lucidlink)

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