Apache Solr and Lucidworks Fusion

Overview:
Key Responsibilities:
**Customer Interaction and Communication**:

- Manage customer expectations and own ticket resolution within the defined Service Level Agreement (SLA).
- Provide clear and concise communication to customers and stakeholders regarding issue status and resolution.

**Incident and Problem Management**:

- Serve as the expert in managing incidents and problems related to the Lucidworks Fusion platform.
- Handle Level-2 (L2) and Level-3 (L3) incident management and production support for search functionalities

powered by Lucidworks Fusion.

**Knowledge Development**:

- Rapidly gain and develop in-depth knowledge of our implementation of the Lucidworks Search platform.
- Understand and support interfacing systems to effectively handle production issues specific to the search

platform.

**Issue Resolution**:

- Take ownership of non-core issues and ensure they are resolved by the team.
- Collaborate with the Lucidworks 24*7 support team via Zendesk for core issues.

**Team Collaboration**:

- Foster a collaborative environment to ensure effective problem-solving and knowledge sharing.

**Requirements**:

- Works with a product development team of scientists and engineers to design, modify, develop, implement, and maintain enterprise search functionalities using Apache Lucene-based search technologies like Apache Solr and LucidWorks Fusion.
- Manage LucidWorks Fusion stack which is AWS EKS/K8 based.
- Proven expertise in Lucidworks Fusion platform.
- Strong verbal and written communication skills.
- Experience in incident and problem management.
- Ability to quickly learn and adapt to new systems and technologies.
- Capability to work effectively within a team and take ownership of tasks.
- Experience with Level-2 (L2) and Level-3 (L3) incident management and production support.
- Familiarity with support tools such as Zendesk.

**Preferred Qualifications**:

- Prior experience in a customer-facing support role.
- Ability to work in a fast-paced, support environment.

Join us to leverage your expertise in the Lucidworks Fusion platform and contribute to our mission of delivering top-notch search solutions and support to our clients.

Pay: Up to ₹1,800,000.00 per year

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Apache Solr: 3 years (preferred)
- Lucidworks Fusion: 3 years (preferred)

Work Location: Remote