Search Engineer, Technical Support

Summary

Join Lucidworks' technical support team as a Support Engineer, providing primary support to U.S. government customers. You will troubleshoot complex search issues, communicate with customers to resolve problems, and collaborate with engineering teams. This remote role requires experience with Apache Lucene/Solr and other search technologies, strong communication skills, and proficiency in Java and scripting languages. The position involves a 24/7 on-call rotation and offers a competitive salary and benefits package. Lucidworks values diversity and inclusion, creating an inclusive and non-discriminatory work environment. The role balances technical expertise with customer empathy, focusing on providing excellent customer experiences and continuous product improvement.

Requirements

• US Citizenship required due to government contracts
• Experience with Search technologies such as Apache Lucene/Solr or other search technologies like Elastic
• 3+ years professional experience in a customer facing level 2-3 tech support role
• Experience with technical support CRM systems (Salesforce, Zendesk etc.)
• Ability to clearly communicate with customers by email and phone
• Proficiency with Java and one or more common scripting languages (Python, Perl, Ruby, etc.)
• Proficiency with Unix/Linux systems (command line navigation, file system permissions, system logs and administration, scripting, networking, etc.)

Responsibilities

• Field incoming questions, help users configure Lucidworks Fusion and its components, and help them to understand how to use the features of the product
• Troubleshoot complex search issues in and around Lucene/Solr
• Document solutions into knowledge base articles for use by our customer base in our knowledge center
• Identify opportunities to provide customers with additional value through follow-on products and/or services
• Communicate high-value use cases and customer feedback to our Product Development and Engineering teams
• Collaborate across teams internally to diagnose and resolve critical issues
• Participating in a 24/7/365 on-call rotation, which includes weekends and holidays shifts

Preferred Qualifications

• BS or higher in Engineering or Computer Science
• Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.) and commercial search technologies
• Enterprise Search, eCommerce, and/or Business Intelligence experience
• Knowledge of data science and machine learning concepts
• Experience with cloud computing platforms (GCP, Azure, AWS, etc.) and Kubernetes
• Startup experience

Benefits

• Discretionary variable bonus
• Top-notch medical, dental and vision coverage
• Equity
• A variety of voluntary benefits
• Generous PTO policy
• Various leave policies
• Many other region-specific benefits