Search Engineer, Technical Support

Summary

Join Lucidworks as a Search Engineer in Technical Support and help our clients succeed with our products. You will directly assist clients in resolving technical issues, answer product and feature questions, and collaborate with internal teams. This role demands excellent problem-solving, communication, and a deep understanding of search technology. You will work independently and as part of a team, interacting with both technical and non-technical stakeholders. The position requires US citizenship due to government contracts and is a remote role open to US-based candidates in the Mountain or Pacific time zones. Weekend on-call rotation is expected.

Requirements

• US Citizenship required due to government contracts
• 2+ years of hands-on experience experience with Search technologies such as Apache Lucene/Solr
• 3+ years professional experience in a customer facing level 2-3 tech support role
• Experience with technical support CRM systems (Salesforce, Zendesk etc.)
• Experience with cloud computing platforms (GCP, Azure, AWS, etc.) and Kubernetes
• 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
• All other duties as assigned

Preferred Qualifications

• BS or higher in Engineering or Computer Science is preferred
• 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 working in a startup or similarly fast-paced, high-growth environment preferred

Benefits

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