Search Engineer, Technical Support
Remote - India
- Remote-first
- Website
- @Lucidworks 𝕏
- GitHub
- Search
Lucidworks
Lucidworks' Fusion platform uses industry-leading technology to power search & discovery for the largest, most successful companies. Request a demo today.About the TeamThe technical support team leverages their extensive experience supporting large-scale Solr clusters and the Lucene/Solr ecosystem. Their day might include troubleshooting errors and attempting to fix or develop workarounds, diagnosing network and environmental issues, learning your customer's infrastructure and technologies, as well as reproducing bugs and opening Jira tickets for the engineering team. Their primary tasks are break/fix scenarios where the diagnostics quickly bring network assets back online and prevent future problems--which has a huge impact on our customers’ business.
About the RoleAs a Search Engineer in Technical Support, you will play a critical role in helping our clients achieve success with our products. You will be responsible for assisting clients directly in resolving any technical issues they encounter, as well as answering questions about the product and feature functionality. You will work closely with internal teams such as Engineering and Customer Success to resolve a variety of issues, including product defects, performance issues, and feature requests.
This role requires excellent problem-solving skills and attention to detail, strong communication abilities, and a deep understanding of search technology. Additionally, this role requires the ability to work independently and as part of a team, and being comfortable working with both technical and non-technical stakeholders. The successful candidate will demonstrate a passion for delivering an outstanding customer experience, balancing technical expertise with empathy for the customer’s needs.
This role is open to candidates in India. The role expected to participate in weekend on-call rotations.
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
Skills & Qualifications
- 2+ years of hands-on experience with Lucene/Solr or other search technologies like Elastic
- BS or higher in Engineering or Computer Science is preferred
- 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.)
- 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 is preferred
Our Stack
- Apache Lucene/Solr, ZooKeeper, Spark, Pulsar, Kafka, Grafana
- Java, Python, Linux, Kubernetes
- Zendesk, Jira
Thank you for your interest and we look forward to learning more about you.
Note to third party recruiters: We appreciate your interest in our job opportunities. However, we kindly request that third-party recruiters and staffing agencies refrain from contacting us regarding these positions. We prefer to work directly with candidates and do not accept unsolicited resumes or candidate referrals from third-party recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks, and no fee will be paid should we hire a candidate whose resume was sent unsolicited.
* Salary range is an estimate based on our AI, ML, Data Science Salary Index 💰
Tags: AWS Azure Business Intelligence Computer Science CX Deep Learning E-commerce Engineering GCP Grafana Hadoop Java Jira Kafka Kubernetes Linux Machine Learning Open Source Perl Pulsar Python Ruby Salesforce Spark
Perks/benefits: Career development Startup environment
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