Search Engineer, Technical Support

Logoslabs; San Francisco (CA); Hybrid; USD 16,000 - 21,000; Full time

Job summary

Lucidworks is seeking a Search Engineer in Technical Support to assist clients with Lucidworks Fusion, resolve product issues, and answer feature questions. You will work with Engineering and Customer Success to address defects, performance problems, and requests, balancing technical depth with clear communication.

The role emphasizes problem solving, attention to detail, and the ability to work independently or in teams.

Qualifications

• 2+ years hands-on with Lucene/Solr or Elastic
• 3+ years customer-facing tech support experience
• Experience with Salesforce, Zendesk or similar CRM
• Proficiency in Java and scripting languages
• Comfort with Unix/Linux and logs
• Familiarity with cloud platforms and Kubernetes
• Exposure to open source projects and enterprise search
• Experience in eCommerce, BI or data science concepts
• Startup experience is a plus

Responsibilities

• Field questions and help users configure Lucidworks Fusion
• Troubleshoot search issues around Lucene/Solr
• Document solutions in knowledge base
• Identify opportunities for follow-on products/services
• Relay customer feedback to Product/Engineering
• Collaborate across teams to resolve issues
• Participate in 24/7/365 on-call rotation including weekends

Skills

Lucene/Solr

Java

Python/Perl/Ruby

Unix/Linux

Cloud platforms

Kubernetes

Customer-facing

CRM systems

Open source exposure

Search tech

Education

BS in Engineering or CS

Tools

Salesforce

Zendesk

Jira

Job description

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.

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