Senior Managed Services Engineer

Summary

Join Lucidworks' Managed Services Team as a senior technical expert, providing in-depth support and proactive maintenance for diverse customers. Troubleshoot and resolve complex issues related to Lucene/Solr, Lucidworks Fusion, and cloud infrastructure. Identify and document product issues, collaborating with engineering teams for improvements. Lead incident response and root cause analysis for high-impact issues. Participate in designing automation tools and monitoring frameworks. Mentor junior engineers and provide thought leadership in troubleshooting and system optimization. Collaborate with global teams and customers, ensuring seamless communication and issue resolution. Clearly communicate with customers through ticketing systems.

Requirements

• Bachelor’s or Master’s degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience
• 6+ years of experience in technical support, search technology, or software development, with a strong focus on search platforms
• Expertise in Lucene/Solr, Lucidworks Fusion, or Elasticsearch and the ability to troubleshoot complex search-related issues is highly desirable
• Proficiency in Java and scripting languages (JavaScript, Python preferred) for debugging, automation, and tool development
• Experience working with cloud platforms (GCP, AWS, or Azure) and containerization technologies like Kubernetes
• Ability to analyze logs, stack traces, profiler snapshots, and performance metrics to diagnose system issues effectively
• Experience working with connectors, web crawlers, and API integrations
• Strong knowledge of HTML, XML, JSON, REST APIs, and tools like Postman
• Excellent communication skills, with experience handling enterprise-level support interactions via email and ticketing systems (Zendesk, Jira, etc.)
• Prior experience leading incident management, root cause analysis, and customer escalations
• Willingness to participate in a 24x7 on-call rotation to help support the services you develop; we take an end-to-end ownership approach to what we build!
• Resourceful-willing to jump in, be agile/flexible, leverage existing resources to accomplish goals, ability to work independently
• Team player-confident in collaborating with a diverse community of people and personalities across geographies, backgrounds, and professional abilities
• Strong verbal and written communication skills
• Empathy and care for all stakeholders of Lucidwork including employees, customers, partners, and guests
• English fluency
• Ability to handle confidential information

Responsibilities

• Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base with varying levels of technical expertise
• Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud-based infrastructure, utilizing Java stack traces, heap dumps, profiler snapshots, and performance diagnostics
• Identify, reproduce, and document product issues, working closely with engineering teams to influence product improvements and drive faster resolutions
• Lead incident response and root cause analysis for high-impact technical issues, ensuring timely and effective resolutions
• Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloud-based managed services
• Mentor and guide junior engineers, fostering a culture of continuous learning and knowledge sharing within the team
• Provide thought leadership in troubleshooting methodologies, optimizing system performance, and enhancing overall reliability
• Collaborate with global teams and customers across multiple time zones, ensuring seamless communication and issue resolution
• Clearly communicate with customers through ticketing systems like Zendesk to provide expert support

Preferred Qualifications

• Exposure to related open-source technologies (Solr, Tika, Nashorn, Spark, AI, etc.) is a plus
• Prior experience working in global support environments that require collaboration across multiple time zones
• Experience working with international clients and understanding regional nuances in enterprise support expectations

Benefits

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