Support Engineer (EST)

Every breach, every failed audit, every new hire stuck in onboarding purgatory traces back to the same question: who has access to what — and should they?

Identity is where modern companies break. Too much access leaks data. Too little grinds the business to a halt. Lumos is the industry's first Autonomous Identity Platform — software that doesn't just surface access risk, but acts on it. We started with a self-service AppStore and grew into the critical infrastructure connecting apps, identities, and data for GitHub, MongoDB, Mars, Pinterest, Anduril, Intercom, Roku, and Netskope. At the center is Albus, our AI agent for identity — mining roles, approving access, and catching the drift humans miss.

You'll ship work that thousands of IT and security teams touch every day. You'll own problems without playbooks, because the category is being redefined in real time — by us.

Why Lumos?

• 🚀 Jump on a rocketship. Since launching out of stealth in April 2022, we've grown from 20 to ~130 Alchemists and raised over $65M from a16z, Scale, Neo, Greg Brockman (President at OpenAI), and Phil Venables (CISO at Google).

• ⭐ Customers love us — and so does the industry. Named a Strong Performer in the 2026 Gartner Voice of the Customer for IGA — 4.7/5, with 96% of reviewers saying they'd recommend us. Our customers cut time-to-access by 98%, slash IT tickets by 72%, and eliminate excess privilege at scale.

• 🏆 A culture worth joining. Three years running on Forbes' Top 100 Best Startup Employers in America (2024, 2025, 2026) — measured on culture, retention, growth, and job creation. That's our Alchemists, not our marketing. See what we live by here.

As a Support Engineer (PST) at Lumos, you have the opportunity to be one of the first 5 folks building out our support organization. Partnering with the Solutions Engineering team as well as Customer Success Managers, our goal is to find the equilibrium between quantity and quality, where speed and accuracy are our best offense and defense. As Lumos grows its client base by more than double this upcoming year, your role is essential to the success of our customers. Enablement, troubleshooting, and clarity of communication are pillars in your everyday interactions. In the Support Engineer role, you’ll not only report into the Support Engineering Lead, but you’ll partner with them in developing clear processes for Support at Lumos and truly shape the future of the team.

✨ Your Responsibilities

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.

• Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.

• Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.

• Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

🙌 What We Value

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV.

Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

*We encourage you to apply even if you think you might not be perfect fit! 🤝

💰Pay Range

• $85,000 - $115,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

Thank you for considering us - we're flattered! 😃 🎉

💸 Benefits and Perks:

• 💻 Remote-first culture – Work from anywhere within ±4 hours of Pacific Time.

• 🏥 Medical, dental & vision insurance – 100% of premiums covered for employees, 60% for dependents. HSA and FSA available with employer contribution. International benefits align with local standards.

• 🧠 Mental health support – Access to mental health resources and support.

• 💪 Monthly wellness stipend – A monthly stipend for gym memberships, fitness apps, and whatever helps you recharge.

• 🛡️ Life & disability insurance – Life insurance, short-term disability, and long-term disability coverage available.

• 🌴 Flexible PTO – Flexible time off with a minimum annual requirement, because rest is part of doing your best work.

• 👶 Parental leave – Up to 16 weeks of paid parental leave for expecting parents.

• 📚 $1,000 annual learning stipend – An annual budget for courses, books, conferences, and certifications.

• ✈️ Company & team offsites – Company and team bonding trips throughout the year, fully covered by Lumos.

• 💰 401(k) with matching – Employer 401(k) matching to help you save for the future.