Who we are
Luna's mission is quality, affordable, accessible vision for all. We believe that everyone - and we mean everyone - should have access to quality vision care when and where they need it. This includes the 2.5B people globally who need glasses and don't have access to them.
We make this a reality by partnering with leading eyewear retailers, eyewear brands and doctors all over the world and offering them our unique, integrated suite of tech and services. Our goal is to assist their digital transformation to make the process of buying glasses and contacts simple and exceptional online and in stores. We also partner with some amazing social enterprises and use our technology, talents, time and resources to help them leverage our technology and services free of charge.
Our solutions are on the front-lines of innovation. Our revolutionary online subjective refraction exam enables customers to get a new doctor-signed prescription using only their smartphone. It's truly the first-of-its kind and poised to change vision as we know it. Computer vision and machine learning power our industry-leading augmented reality virtual try-on and frame recommendation engine. Our technology is used by over 75M users per year in 65 different countries globally.
Luna is private-equity backed and is a sister company to 1-800-Contacts. This gives us access to the leading N. American infrastructure for contact lenses warehousing and fulfillment, too, which we offer to partners. When you put it all together, we have an unmatched turnkey suite of tech and services.
As a Support Engineer at Luna, you'll be a part of the Client Success org, working primarily on the integration of Luna's technology into client platforms. You will work with clients, providing technical training to implementation teams, troubleshooting issues and discussing the benefits of the Luna technology. This position will work closely with Client Success, Sales, Engineering & Product and is ultimately the main person responsible for technical conversations with customers.
This role can be 100% remote.
What you'll do:
- As a subject matter expert on Luna's products, lead technical conversations with clients about the implementation of APIs and SDKs in the post-sales cycle
- Become a product expert, advising clients in product best practices and create strategies for optimal technical solutions, tailoring our product suite to each use case
- Communicate Luna's infrastructure and technology to customers
- Perform data driven front-line support and triage complex technical issues, open and manage detailed tickets to our engineers when necessary
- Update and create client-facing documentation to help clients implementation
- Identify and understand implementation and configuration risks and issues, and coordinate with internal stakeholders (Engineering, Sales, Product) to mitigate and resolve them
- Partner with Client Success Managers to ensure successful implementation for eCommerce clients and be the internal technical resource for the team
- Understand our clients' business goals as they relate to our implementation
- Executes work defined within the SE roles and responsibilities with some oversight
About you:
- 2+ years of experience in a customer-facing technical role working with international clients, SaaS and/or a B2B business preferred
- 1+ years of experience with the following methodologies & programming languages:
- Basic client-server side technologies involved in an SDK/API business model
- Development/support engineering/integration engineering, SaaS/cloud-hosted solutions supporting products that rely on APIs and Web Services and RESTful APIs
- Experience working with JavaScript, HTML & CSS
- Team player with good interpersonal & client service skills, a positive attitude and lots of patience
- Excellent troubleshooting skills and experience with technical projects
- Familiarity with UI/UX and/or working with design teams
- Highly motivated self-starter who owns their day-to-day operations with some oversight
- Near native / fluent English speaker
- Bachelor's or higher degree, or the equivalent, in Business or Engineering or related. (Luna recognizes that knowledge and skills equivalent to those earned in a degree program can also be achieved via nontraditional paths, and welcomes applicants with nontraditional training.)
Nice to haves
- Experience working with large enterprise international clients
- Experience working with ecommerce platforms
- Experience working with web development frameworks
- Experience with Java or Kotlin for Android Native Applications
- Experience with Swift or Objective-C for iOS Native Applications
- Proficiency in other languages
We believe in our people. If you feel you are the right person for the position, we want you to apply, even if you do not meet all of the requirements listed above. If you are not sure, don't hesitate to send us your information, we would love to hear from you!
