Senior Technical Support Engineer

🌟 Be a Part of Something Bigger! 🌟

At Luminator Technology Group , we believe we are Better Together . We always put the Customer First , focus on achieving Results , strive to Be the Best , and foster a culture of Respect & Trust .

We are on a mission to innovate and revolutionize global transportation technology. Luminator is a global leader spanning over 85 countries and nearly 1,000 employees worldwide.
We’re searching for a Senior Technical Support Engineer to join our growing Customer Experience team and play a key role in driving our vision forward.

What You’ll Do:

The Senior Technical Support Engineer serves as a subject matter expert (SME) for Luminator Technology Group’s industry-leading transit technology solutions, including Stationary Signs, Destination Signs, INFOTransit, and the Luminator Software Suite. This hybrid role combines advanced technical support with customer-facing solutioning. The Senior Technical Support Engineer delivers exceptional customer service, drives technical resolution, and ensures the successful deployment and ongoing performance of Luminator’s products for transit agencies and OEM partners. You’ll:

• Serve as a Subject Matter Expert (SME) for Luminator’s hardware and software solutions, including Stationary Signs, Destination Signs, INFOTransit, and the Luminator Software Suite.
• Provide advanced technical support for the installation, configuration, maintenance, troubleshooting, and repair of Luminator products, both remotely and during field visits as needed.
• Sustain proficiency in all supported products and services, staying current with installation best practices, equipment protocols, and safety guidelines.
• Diagnose and resolve complex hardware and software issues, ensuring minimal downtime and optimal system performance for customers.
• Accurately document all work performed, including service calls, preventive and corrective maintenance, and technical solutions provided.
• Deliver technical training and guidance to customers and internal staff, supporting knowledge transfer and skill development.
• Develop and update technical documentation, service procedures, and troubleshooting guides for supported product lines.
• Collaborate with engineering and product management teams to escalate and resolve advanced technical issues, and to provide feedback for product improvements.
• Support warranty and contracted service work, ensuring compliance with service agreements and customer expectations.
• Participate in product upgrades, new installations, and system integrations, ensuring all work meets company and industry standards.
• Foster strong customer relationships by providing timely, professional, and effective technical support, both remotely and onsite.
• Identify opportunities for process improvement within the technical support function and contribute to cross-functional initiatives as needed.

What You’ll Bring to the Team:

• Qualifications:
  • Bachelor’s degree in Engineering, Computer Science, or related technical field required.
  • At least 6 years of experience in technical support, sales engineering, or a related field, preferably with Bus & Rail OEMs . Experience in a manufacturing environment preferred.
  • Relevant certifications such as CCNA, CompTIA Network+, or similar are preferred.
  • Strong technical troubleshooting and problem-solving skills.
  • Excellent written and verbal communication skills, including the ability to deliver technical presentations and training.
  • Customer-focused mindset with a sense of urgency and ownership.
  • Ability to work independently and collaboratively in a remote environment.
  • Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
  • Ability to adjust to changing priorities and work under pressure.

• Technical Skills:
• TCP/IP: Monitor network traffic, troubleshoot connectivity issues, manage IP address schemes, and optimize network performance.
• DNS: Manage and update DNS records, configure DNS servers, and resolve DNS-related issues.
• DHCP: Maintain DHCP servers, update scopes and reservations, and monitor logs for IP conflicts.
• Wireless Routers: Configure wireless routers, monitor network performance, and enforce security protocols.
• NAT: Manage NAT settings, troubleshoot connectivity issues, and optimize configurations.
• Windows Networking Configuration: Manage Windows network infrastructure, including Active Directory and Group Policy, configure network shares, and troubleshoot issues.
• Streaming Video: Advanced understanding of streaming video protocols (e.g., RTSP, HLS), video encoding/decoding, bandwidth management, and troubleshooting video quality and latency issues.
• Firewalls: Configure firewall rules, monitor logs, and ensure security and performance through regular updates.
• Ports: Manage port configurations, implement port forwarding, and monitor for unauthorized access.
• Docker Networking: Configure Docker networks, manage network bridges, and troubleshoot containerized application issues.
• Network Troubleshooting: Use tools like Wireshark and NetFlow to monitor traffic, diagnose issues, and maintain network reliability.

Why You’ll Love Working at Luminator:

• Competitive compensation with career growth potential.
• Generous time off : Vacation and sick time, 10 company holidays, and 2 floating holidays.
• Educational Assistance Program : Robust reimbursement program for professional growth.
• Health and wellness : Medical, dental, and vision coverage plus 401k matching.
• Find out more about us by visiting our Life@Luminator page!

If you're passionate about making a difference and thrive in a collaborative environment, we want you on our team!

Luminator Technology Group intends to provide a safe and drug-free work environment for our customers and our employees. As a condition of employment Luminator Technology Group will require a negative drug screen during the pre-employment process due to working on or with federal contracts.

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.