DeepWork Portfolio Careers

General Description

Lumu Technologies is looking for a Customer Care Specialist TIER II, who possesses a strong drive for results. In this role, you will act as the primary escalation point for complex technical issues that require deep-dive analysis and an exhaustive understanding of our platform’s architecture.

The L2 Specialist doesn’t just resolve tickets; they identify patterns, provide root-cause analysis, and serve as a technical mentor to the Level 1 team, ensuring our customers’ security posture is optimized and resilient.

Responsibilities

• Identifying customer needs
• To be a technical authority in the team
• Manage the top tier customer support cases
• Advanced Troubleshooting: Investigate and resolve high-complexity cases escalated from Level 1.
• Root Cause Analysis (RCA): Perform detailed diagnostics to identify systemic bugs or product limitations, documenting technical evidence for DevOps and Engineering teams.
• Contacting customers to give them accurate feedback on the progress of their inquiries
• Mediate between clients and the organization
• Handle and resolve customer requests and complaints
• Provided feedback about customer experience to the product team and CSM team

Required Skills and Experience

• Highly organized and able to multitask
• Self-driven and proactive nature
• Skilled in troubleshooting on Windows and Linux systems
• Skilled in scripting and API integrations
• Excellent communication and interpersonal skills
• Proficient computer skills
• Demonstrate leadership qualities
• Experience in customer support
• Knowledge about ITIL
• Patient and active listener
• Passion for service

Apply by sending your resume to: careers@lumu.io