Avatar for Lumen5

Video creation platform powered by A.I.

App Support Specialist

Apply now
We believe that video is the most powerful tool for storytelling, but not everyone has the skills to produce videos, and so we built the world’s smartest video creator using A.I. to solve this problem.

We launched Lumen5 in early 2017 and the platform rapidly grew to service over 200,000 users within two years. Our customers include many notable brands such as Forbes, Greenpeace, Economist, LinkedIn, and hundreds more. Our company is fully bootstrapped and through the hard work of our all-star team, we grew to become a multimillion dollar success without any investor funding.

Recently, Lumen5 won the New Ventures BC competition and was recognized for being one of the fastest growing companies in the province. Lumen5 also won the Fundica Roadshow for being one of the fastest growing startups across all of Canada. We now have our sights set on growing our users into the millions and we’re looking for like-minded individuals to join us in elevating Lumen5 to the next level.

WHAT WE'RE LOOKING FOR

We're looking for a Technical Support Specialist to join our team in delivering an exceptional experience to our customers who are in some of their most challenging moments, dealing with bugs! Not only are you able to relay the technical details efficiently to our developers, but you also have a customer-centric mindset, making sure our users understand what's happening and your top priority is helping them.

You've got a technical curiosity for how websites and applications work, and are keen to keep building on your understanding of web development. You've poked at the developer tools inside of a browser, written a little javascript code and have seen an error message (stack traces). You can evaluate the scope and impact of any bugs you come across by accounting for how many people are being effected, the severity of the error, the reproducability of the error, and if there are any workarounds.

Maybe you're a recent coding bootcamp grad looking to get some experience, or a support specialist with a knack for javascript. Either way, we'd love to hear from you.

As one of the first hires in this role, you'll have the opportunity to help shape the future of technical support at Lumen5. This means tremendous growth potential and the opportunity for a substantial impact on the success of our team, our customers, and our company as a whole.


WHAT YOU'LL DO

* Delight our users with your speedy and friendly support via email and live chat, helping them navigate troubleshooting and technical issues.
* Simplify complex issues and processes for our users so they can understand and assist in troubleshooting
* Efficiently identify, reproduce, and document any bugs or technical issues reported by users or observed by the team.
* Understand and improve our systems and structure to effectively triage, organize, and prioritize issues.
* Fail test new application builds and major product updates
* Engage with product managers and developers to align our product roadmap

Requirements

* 2+ years in a SaaS support role
* Ability to understand business and customer requirements, prioritizing issues and escalating as required
* Experience liaising with internal development and technical teams, with ability to gather and relay required information
* Strong communication skills with ability to adapt to communicating with different parties such as clients, developers, and team members across different time zones
* Experience with Intercom, Chrome Developer Tools, Bugsnag, JIRA (Preferred)

Benefits

WHY WORK AT LUMEN5?

* Impact — You get to work on a product that reaches millions of people around the world. Millions of videos are created with Lumen5 and they’re shared to reach millions more.

* Challenge — Much of our work is in uncharted territories. We’re using A.I. to assist with human creativity which makes for a plethora of fascinating technical challenges.

* Growth — Being part of a fast growing startup means that you can take advantage of a constant stream of new and exciting opportunities for career advancements.

* Influence — Since we’re a small team, you’ll be extremely influential. Your opinions will always be heard and your work can make a significant difference within the company.

* Learning — Our team is comprised of experts in cutting-edge fields, so you get to work with and learn from industry leaders in business, product, and engineering (AI, NLP, WebGL).

* Culture — As part of a small team, you’ll get to know everyone personally. It’s the relationships and bonds we form that make our workdays interesting and meaningful.

PERKS

* 💰 Competitive compensation and benefits
* 🏖 4 weeks paid vacation with unlimited sick days
* 🕓 Flexible work hours, work from home when you feel like it
* 🌡 Fully paid health and dental benefits
* ☕️ Office stocked with snacks, coffee, ping pong, board games, and more
* 📞 Phone bill and transit pass fully paid for
* 🎶 Premium Spotify so you can jam to your work ad-free
* 👩‍🍳 Monthly lunches and fun activities (bowling, cooking classes, archery tag, etc)