We are looking for a capable Junior Technical Support Engineer to join our team, working on a hybrid basis from our Lucknow office and from home. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Troubleshooting, SQL and Zendesk to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 1 to 3 years of relevant experience and strong, practical knowledge of Troubleshooting, SQL and Zendesk. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Lumen Bio is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Junior Technical Support Engineer at Lumen Bio, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Contribute to process and tooling improvements that make support faster and better.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Track account health and identify opportunities for expansion and advocacy.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Build strong, trust-based relationships with internal and external stakeholders.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Plan and manage your workload to balance quality, speed and competing demands.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
What we're looking for
1-3 years of professional experience in a Technical Support Engineer or similar roleStrong working knowledge of Troubleshooting, SQL and Zendesk
Bachelor's degree in Computer Science
Excellent communication, problem-solving and teamwork skills
Benefits
At Lumen Bio, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- earned, casual and sick leave in line with company policy, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Regular recognition and appreciation for great work, both publicly and privately.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
Education
Bachelor's degree in Computer Science