Product Support Engineer

Lucifer Lighting Company is a privately held San Antonio-based designer and manufacturer of precision-engineered architectural lighting fixtures. You’ll find our products everywhere from SF MOMA to the Nike Headquarters. We’re in the campuses of 4 of the 5 largest tech companies and 5 of the top 10 tallest towers in the U.S. Our customers are the world’s leading architects and designers who look for minimalist industrial design and place a premium on service, quality, and innovation.  Our people make magic happen; we are passionate, smart, hard-working, committed, and creative.  We like to make work enjoyable and engaging.

We light the world’s most beautiful spaces.

Position Summary:  Provide customers and others with technical assistance related to product features and installation to ensure that it is easier to do business with Lucifer Lighting than any other lighting manufacturer.

Essential Duties and Responsibilities:

• Assist with the development and publication of technical marketing and product documentation, including specification sheets, installation manuals, sell sheets, demo case designs and technical marketing documents.
• Respond to customer requests in a timely manner in accordance with Company defined metrics.
• Provide technical assistance related to field issues, installation questions, and specification to customers via telephone and email and document same in internal database.
• Perform product test installations personally, and then with contractors to vet out installation instructions.

• Attend weekly product meetings to ensure teams and timelines are up to date
• Receive and document customer requests for product modifications or customizations, working with internal teams to determine feasibility and business case.
• Examine product samples and gather usability feedback from customers, designers, and installers, determining end users’ needs relative to technical documentation. 
• Assist marketing with the trade shows, including: confirming production schedules are met, managing test installations of product and booth, and ensuring safe and on time delivery of product and booths
• Upload technical content to the website as needed.

Knowledge, Skills and Abilities:

• Willingness to develop a deep and full understanding of the product that is designed and manufactured at Lucifer Lighting Company.  To best serve our customers, this position requires knowledge of why the product is designed the way that it is, why and how it performs the way that it does, not simply the specs of what it is.
• Naturally comfortable with technical information.
• Highly developed attention to detail.
• Strong listening skills and emotional intelligence, with ability to read between the lines.
• Enjoys assisting customers by telephone.
• Strong sense of personal responsibility.
• Articulate, positive, and professional.
• Ability to maintain composure and professionalism under stress, regardless of competing priorities.
• Proficiency using MS Outlook.
• Commitment to understanding and supporting the Lucifer Lighting mission and core values.
• Experience with Adobe InDesign software or an ability to learn new software quickly
• Experience with Zendesk or other ticket request systems a plus.

Required Education and Experience:

• Minimum 2 years of experience in roles involving customer support and/ or technical writing.
• Knowledge of lighting or controls a plus.
• Bachelor’s degree in Engineering, Marketing, Writing or related discipline.

Working Environment:

• Smoke free workplace.

Lucifer Lighting Company is an equal opportunity employer