Search Engineer, Technical Support

Lucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including American Airlines, Lenovo, Red Hat, and Cisco Systems rely on Lucidworks' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. 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. About the Team The 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 Role As 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. ResponsibilitiesField incoming questions, help users configure Lucidworks Fusion and its components, and help them to understand how to use the features of the productTroubleshoot complex search issues in and around Lucene/SolrDocument solutions into knowledge base articles for use by our customer base in our knowledge centerIdentify opportunities to provide customers with additional value through follow-on products and/or servicesCommunicate high-value use cases and customer feedback to our Product Development and Engineering teamsCollaborate across teams internally to diagnose and resolve critical issuesParticipating in a 24/7/365 on-call rotation, which includes weekends and holidays shifts Skills & Qualifications3+ years of hands-on experience with Lucene/Solr or other search technologies is requiredBS or higher in Engineering or Computer Science is preferred 3+ years professional experience in a customer facing level 2-3 tech support roleExperience with technical support CRM systems (Salesforce, Zendesk etc.)Ability to clearly communicate with customers by email and phoneProficiency 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 technologiesEnterprise Search, eCommerce, and/or Business Intelligence experienceKnowledge of data science and machine learning conceptsExperience with cloud computing platforms (GCP, Azure, AWS, etc.) and KubernetesStartup experience is preferred Our StackApache Lucene/Solr, ZooKeeper, Spark, Pulsar, Kafka, GrafanaJava, Python, Linux, KubernetesZendesk, Jira ₹16,21,000 - ₹22,28,500 a year This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Lucidworks' total compensation package for employees. Your total rewards package may include (but is not necessarily limited to) discretionary variable bonus, top-notch medical, dental and vision coverage, a variety of voluntary benefits, generous PTO policy, various leave policies, and many other region-specific benefits. 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. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.