Technical Support Engineer

Technical Support Engineer

Location: Blacksburg, VA

Luna Innovations Incorporated (NASDAQ: Luna) is a publicly traded, Virginia-based company with a diverse team of scientists, engineers, and business professionals developing and manufacturing cutting edge technologies and products. Operating globally in locations across North America, Europe, and the Middle East, we employ a disciplined and integrated business model designed to accelerate the process of bringing innovative solutions to market. Luna provides leading edge terahertz (THz) technology for manufacturing process control, non-destructive testing (NDT), and highly specialized research applications. Luna THz business is in unique position to shape the future of automotive, aerospace, medical & Pharmaceutical, and other general manufacturing industries.

Luna Innovations requires a Technical Support Engineer for post-sales technical support activities for Luna's fiber optic test, measurement, and sensing products produced in the Blacksburg facility. These products enhance the safety, security, and wellbeing of people by producing high performance, simple-to-deploy measurement systems that provide high resolution reflectance and strain data along a fiber optic strand.

The Technical Support Engineer will have daily interaction with customers, work to troubleshoot and resolve customer problems, and coordinate a Return Material Authorization (RMA) when the instrument must be returned to Luna for repair. Additionally, the Technical Support Engineer will work closely with Luna's outside sales team and sales channel partners to manage and resolve customer issues and questions as they arise.

The ideal candidate will have strong interpersonal skills, be able to communicate clearly through email and over the telephone, have a strong technical background, and the ability to learn how to troubleshoot and repair Luna's instruments quickly.

Responsibilities:

• Interact with customers via phone, e-mail, and other messaging tools in a timely and accurate manner to resolve technical issues.

• Assist customers directly and, as appropriate, collaborate with colleagues to develop solutions.

• Analyze customer-identified opportunities for improvement and lead appropriate corrective actions.

• Track all customer support inquiries in Luna's online customer support ticketing system.

• Prepare documentation and reports on customer interactions for future reference.

• Develop and maintain in-depth product knowledge.

• Create and edit customer-facing technical documentation.

• Coordinate with quality team to gather feedback on Luna's products and services.

• Provide customer feedback to technical and marketing teams to develop processes for better serving customers.

Requirements:

• Excellent interpersonal, communication, and problem-solving skills.

• 2+ years of experience interfacing with customers on technical issues and products.

• The ability to prioritize initiatives and multi-task.

• Bachelor's degree in a technical field including engineering, physics, electronics technology, or equivalent experience.

• Experience with Salesforce, ZenDesk, or other CRM or ticketing systems is a plus.

• Familiarity with Windows and Linux operating systems is a plus.

• The ability to lift up to 40 pounds.

• The ability to travel up to 10%.

Luna is an Equal Opportunity Employer - Luna provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military or any other characteristic. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Luna expressly prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above.