About the Team

The Technical Support Team leverages their extensive experience supporting large-scale Solr clusters and the Lucene/Solr ecosystem. A typical day in Support might include troubleshooting errors and attempting to fix or develop workarounds, diagnosing network and environmental issues, learning about customer’s infrastructure and technologies, reproducing bugs, and reporting issues to the Engineering team using Jira. The Support Team is primarily responsible for break/fix scenarios, where they assist customers in diagnosing the issue to quickly bring network assets back online, and provide recommendations that prevent future problem recurrences.

About the Role

Our Technical Support Engineers are responsible for providing quality technical support to our growing client base which includes e-commerce and site search customers. This means assisting customers directly in triage and resolution of technical issues, and engaging resources internally to drive issues to resolution.
Our Support Engineers work closely with other teams within Lucidworks including: Engineering, Cloud Operations, Professional Services, and Customer Success, providing many opportunities for career growth in a fast-paced, rapidly changing work environment.
This role balances technical depth with empathy for the customer’s needs and a drive to continually improve the products in order to ensure an excellent customer experience.

This role is expected to participate in weekend on-call rotations.

Our Stack:

Apache Lucene/Solr, ZooKeeper, Spark, and Pulsar
Java, Python, Linux, Kubernetes
Zendesk, Jira

About you:

You are a curious-minded, natural problem solver who plays well with others and cares about the work, the team, and the customers. You are able to work collaboratively with a diverse community of personalities spread across multiple time zones, leveraging your excellent communication skills to make sure everyone is on the same page. You leverage all of your technical and people skills to become a trusted advisor for your customers and peers, both internal and external.
You will:

Field incoming questions, help users configure Lucidworks Fusion and its components, and troubleshoot complex search issues in and around Lucene/Solr
Document solutions into knowledge base articles for use by our customer base
Identify opportunities to provide additional value to our customers with additional products and/or services
Collaborate across teams internally to diagnose and resolve critical issues

You have:

3+ years professional experience in a customer facing level 2-3 tech support role at a software company, ideally with some small company or startup experience
2+ years of hands-on experience with search technologies like elastic or Lucene/Solr
Bachelor’s degree in STEM (math, computer science, engineering, physics, etc)
Experience with technical support CRM systems (Salesforce, Zendesk etc.)
Knowledge of Java and common scripting languages (Perl/Python/Ruby)
Knowledge of Unix, Kubernetes, Apache Spark, data science, and machine learning concepts
Bonus points for:
Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.)
Enterprise Search, eCommerce, and/or Business Intelligence experience

COVID Vaccination:

Lucidworks policy requires all employees to be vaccinated prior to his or her first in-office appearance. For certain positions where in-person is deemed, in Lucidworks sole discretion, to be essential to the role, offers of employment shall be conditional upon candidate’s attestation of vaccination.

Please note that at this time Lucidworks is unable to sponsor US employment authorization (both new and transfer).

About Lucidworks

Lucidworks is leading digital transformation for some of the world’s biggest retailers, financial services firms, manufacturers, and healthcare providers. By fusing the power of search and AI, Lucidworks creates connected experiences for shopping, work, research, and support. Brands like Lenovo, Reddit, and Red Hat rely on Lucidworks to power personalized experiences that delight customers and empower employees.

Fusion is our cloud-native, ML-powered search platform that integrates open-source projects Spark and Solr with our proprietary code for query intent prediction, low latency search, hyper-personalization and smart app creation. Our products include applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning. We believe in building a team to deliver these products that make searching for insights a uniquely personal experience for a worldwide community of users.

Lucidworks believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company. Thank you for your interest and we look forward to learning more about you.