Technical Support Engineer

📍 Job Overview

• Job Title: Technical Support Engineer
• Company: Luminance
• Location: Sydney, New South Wales, Australia
• Job Type: Hybrid (On-site & Remote)
• Category: Customer Support & Success
• Date Posted: June 11, 2025
• Experience Level: Entry to Mid-level (0-2 years)

🚀 Role Summary

• Collaborate with customers and internal teams to resolve technical issues and ensure customer satisfaction.
• Leverage exceptional communication skills to understand customer needs and provide tailored solutions.
• Contribute to the continuous improvement of Luminance's products and services by providing valuable customer feedback.

📝 Enhancement Note: This role offers a unique opportunity to work with cutting-edge AI technology in the legal sector, providing customer support and driving product improvement.

💻 Primary Responsibilities

• Customer Relationship Management: Build and maintain strong relationships with customers, understanding their unique needs and use cases.
• Issue Resolution: Manage customer problems from inception to resolution, ensuring high customer satisfaction.
• Communication: Effectively communicate with customers and internal teams to address queries and collaborate on solutions.
• Product Knowledge: Develop a comprehensive understanding of Luminance's products to provide accurate guidance to customers.
• Feedback Collection: Gather and document customer feedback to inform product development and improvement.

📝 Enhancement Note: Success in this role requires a strong focus on customer-centric problem-solving, exceptional communication skills, and a commitment to driving customer satisfaction.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in a scientific or analytical discipline with a strong academic record (2:1 or above in the UK, or GPA of 3.5 or above in the US).

Experience: While not essential, experience in customer-facing activities would be beneficial.

Required Skills:

• Excellent interpersonal and communication skills (both verbal and written)
• Strong problem-solving abilities and a detail-oriented mindset
• Excellent time management and organizational skills, with the ability to prioritize effectively
• Desire to work in a customer-facing role and a commitment to customer satisfaction
• Familiarity with customer service principles and best practices

Preferred Skills:

• Experience with AI or machine learning technologies
• Knowledge of the legal industry or legal technology sector
• Familiarity with ticketing systems and customer relationship management (CRM) software

📝 Enhancement Note: Candidates with experience in AI, machine learning, or the legal industry may have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements (N/A)

As this role focuses on customer support and success, a web portfolio is not required. However, candidates should be prepared to discuss their problem-solving approach and provide examples of successful customer interactions.

💵 Compensation & Benefits

Salary Range: AUD 65,000 - 85,000 per annum (based on market research for entry to mid-level customer support roles in Sydney).

Benefits:

• Competitive salary and benefits package
• Opportunity to work with cutting-edge AI technology in a dynamic and growing industry
• Collaborative and supportive work environment
• Opportunities for professional development and career growth

Working Hours: Full-time position, with a standard workweek of 37.5 hours. Some flexibility may be required to accommodate customer needs.

📝 Enhancement Note: Salary range is estimated based on market research for entry to mid-level customer support roles in Sydney, Australia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Luminance operates in the legal technology sector, providing advanced AI solutions for law firms and corporate legal departments.

Company Size: Luminance is a UK-based company with a growing global presence, employing over 250 people across its offices in London, Cambridge, New York, and Sydney.

Founded: 2013

Team Structure: The Support team acts as the first point of contact for customers, handling initial queries and triaging more complex issues to other departments. The team works closely with the Product, Engineering, and Sales teams to ensure customer needs are met and feedback is incorporated into product development.

Development Methodology: Luminance follows an Agile development methodology, with regular sprint planning and continuous improvement processes.

Company Website: Luminance

📝 Enhancement Note: Luminance's focus on AI and machine learning technologies in the legal sector provides unique opportunities for professional growth and development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suited to entry to mid-level customer support professionals seeking to develop their skills in a dynamic and growing industry.

Reporting Structure: The Technical Support Engineer reports directly to the Head of Customer Success.

Technical Impact: This role has a direct impact on customer satisfaction and product improvement, making it an excellent opportunity for individuals seeking to make a meaningful contribution to a company's success.

Growth Opportunities:

• Progression to Senior Technical Support Engineer or Team Lead roles within the Support team.
• Opportunities to specialize in specific areas of the product or customer base.
• Potential to transition into other areas of the business, such as Product or Engineering, as the company continues to grow.

📝 Enhancement Note: Luminance's focus on employee development and growth provides ample opportunities for professionals seeking to advance their careers in the legal technology sector.

🌐 Work Environment

Office Type: Luminance's Sydney office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): Sydney, New South Wales, Australia

Workspace Context:

• The Support team works closely with other departments, fostering a collaborative environment.
• The office features state-of-the-art technology and tools to support customer support activities.
• Flexible work arrangements are available to accommodate individual needs and preferences.

Work Schedule: This role follows a hybrid work arrangement, with a combination of on-site and remote work. The standard workweek is 37.5 hours, with some flexibility required to accommodate customer needs.

📝 Enhancement Note: Luminance's hybrid work arrangement offers the best of both worlds, providing the opportunity to collaborate with colleagues in the office while also enjoying the flexibility of remote work.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
2. Technical Assessment: A practical exercise to evaluate problem-solving skills and understanding of customer support principles.
3. Final Interview: A discussion with the hiring manager to assess fit and answer any remaining questions.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

• Familiarize yourself with Luminance's products and the legal technology sector.
• Prepare examples of successful customer interactions and problem-solving approaches.
• Research Luminance's company culture and values to demonstrate a strong cultural fit.

ATS Keywords: Customer Service, Problem Solving, Communication, Interpersonal Skills, Time Management, Detail Oriented, Critical Thinking, AI, Machine Learning, Legal Technology, Customer Relationship Management (CRM), Ticketing Systems

📝 Enhancement Note: Candidates should focus on demonstrating strong communication skills, problem-solving abilities, and a commitment to customer satisfaction throughout the interview process.

🛠 Technology Stack & Web Infrastructure (N/A)

As this role focuses on customer support and success, a specific technology stack is not required. However, familiarity with AI, machine learning, or legal technology concepts may be beneficial.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Putting customers at the heart of everything we do.
• Collaboration: Working together to achieve common goals and drive customer success.
• Continuous Improvement: Always seeking to learn and improve, both personally and professionally.
• Integrity: Acting with honesty and transparency in all interactions.

Collaboration Style:

• A collaborative and supportive work environment that encourages open communication and knowledge sharing.
• Regular team meetings and one-on-ones to ensure everyone feels valued and heard.
• A focus on collective success, with team members working together to achieve common goals.

📝 Enhancement Note: Luminance's customer-focused culture and commitment to continuous improvement provide an excellent environment for professionals seeking to develop their skills and make a meaningful impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing customer expectations and ensuring high satisfaction in a fast-paced and dynamic environment.
• Staying up-to-date with the latest AI and machine learning technologies and their applications in the legal sector.
• Collaborating effectively with internal teams to resolve complex customer issues and drive product improvement.

Learning & Development Opportunities:

• On-the-job training and mentoring to develop customer support skills and industry knowledge.
• Opportunities to attend industry conferences and events, both in-person and virtually.
• Access to internal and external training resources to support professional development and growth.

📝 Enhancement Note: Luminance's focus on employee development and growth provides ample opportunities for professionals seeking to advance their careers in the legal technology sector.

💡 Interview Preparation

Technical Questions:

• Customer Service: Describe a challenging customer interaction and how you handled it. What was the outcome, and what did you learn?
• Problem Solving: Walk us through a complex problem you've faced and how you went about solving it. What steps did you take, and what was the result?
• AI/ML: Can you explain a basic concept in AI or machine learning in simple terms? How might this concept be applied in the legal sector?

Company & Culture Questions:

• Company Fit: Why are you interested in working at Luminance, and how do your values align with ours?
• Customer Focus: How do you ensure you're putting the customer at the heart of everything you do?
• Continuous Improvement: Can you give an example of a time when you identified an opportunity for improvement and implemented a change to drive better results?

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: Candidates should focus on demonstrating strong communication skills, problem-solving abilities, and a commitment to customer satisfaction throughout the interview process.

📌 Application Steps

To apply for this Technical Support Engineer position:

1. Submit your application through the Luminance careers page.
2. Prepare examples of successful customer interactions and problem-solving approaches for the technical assessment.
3. Research Luminance's company culture and values to demonstrate a strong cultural fit.
4. Prepare for the final interview by reflecting on your skills, experiences, and motivations for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.