The LucidLink team is made up of savvy, dynamic individuals with unique expertise. Each person is essential to our strong culture, and they work passionately to help our company grow and succeed. Here’s what they had to say about what it’s like to work at LucidLink.
Position: Level III Support Engineer
Joined: May 2022
Can you share your background experience before joining LucidLink?
Before working at LucidLink, I worked in customer support at a call center in Bulgaria. Within five years, I progressed to level two support, working with various products. After working in this field for a little over a decade, I decided to change career paths. I took a year off to gain new skills and pursue a more technical career. My partner, who has expertise in operations (ops) and support, played a crucial role in helping me make this transition. We share a passion for technology, so he helped me rediscover what I enjoy the most. During this period of time, I found many resources that helped me advance my technical skills.
What did you find attractive about starting a career with LucidLink?
Upon researching the company, I was really impressed with LucidLink. It was very straightforward and well put together. The product architectural overview gave me a clear understanding of how the solution worked. My experience interviewing with LucidLink was very positive because the process was seamless and informative. The more I learned about the product, the more excited I became about it. I found the concept to be brilliant and revolutionary, and the work was more creative and fun than what I had experienced in past roles. I knew LucidLink was a perfect fit for me because I was ready to be pushed out of my comfort zone and into new territory.
Describe LucidLink in one word.
It’s home. I feel like I’ve found my people and my passion here.
What is your favorite thing about the Culture at LucidLink?
The transparency and support I receive from team members are what I value the most. I can approach anyone for help, and that encourages me to find time to reciprocate that support to my team members. It’s a genuinely supportive environment. If there are any issues, I know that I will be heard when I bring them up in discussions with my colleagues and our team leads. Everyone’s ideas impact the decisions made at LucidLink.
Describe what a typical day is like for you at LucidLink.
I start my day meeting with the technical teams. We are based in different parts of the world. We use a “Follow the Sun” model to address and hand over tickets from one team to the next. After wrapping up my daily huddles, I review my tickets for the day. Then, I’m typically involved in a meeting with my fellow colleagues, who are mostly engineers and members of the support team. In these meetings, we discuss our agendas for the day and allocate responsibilities. The latter half of my day is dedicated to addressing tickets, producing articles, and supporting the recruitment of new talent. I usually complete my day with a handover meeting that includes my colleagues in the US.
Is there a specific project or initiative you’re proud of working on at LucidLink?
Overall, I’m proud to work at LucidLink. I’m able to troubleshoot issues to help make sure our customers are happy and making the best use of the product. In the past, I’ve also helped to identify some issues that have significantly helped to unblock the team, and those kinds of discoveries really make me happy about my job.
What are some of the challenges your role addresses at LucidLink?
I work to troubleshoot any challenges a customer may be having as they navigate the product. The issues I am assigned often require more analysis because our customers have unique and complex needs. My team and I have to communicate effectively with customers to ensure that their problems are resolved promptly.
Outside of work, what do you like to do in your free time?
In my free time, I enjoy cycling, going on walks, and hiking. I also like to play video games in the cloud on my PC. I’d have to say Assassin’s Creed is one of my favorites.
What is a must-have for you to get your work day going?
I do a few Spanish lessons on Duolingo. Then, I treat myself to my favorite coffee drink, which is a delicious and creamy vanilla cold brew latte with cinnamon. To me, these two things go hand in hand, so my day feels incomplete without them.
What advice would you give someone interested in starting a career as a Support Engineer?
Well, for one, apply to work at LucidLink. But also, find something that you can feel passionate and excited about because you’ll always be motivated to keep growing and doing it. It’s also helpful to take space to acknowledge how far you’ve come in your journey. A good way to do this is by truly acknowledging any progress you’ve made, even if baby steps. Overall, if you keep learning, you’ll keep progressing and build more confidence in your abilities.
Want to work together with Meshi? Check out our open positions here.
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