Search Engineer – Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Address incoming inquiries and assist customers in configuring Lucidworks Fusion and its components, ensuring they maximize the product's features.

• Diagnose intricate search problems across Lucene, Solr, and associated distributed systems.

• Produce clear, reusable articles for the knowledge base.

• Recognize opportunities to provide customers with added value through supplementary products and services.

• Communicate high-impact use cases and customer insights to the Product and Engineering teams.

• Collaborate with various teams to identify and resolve critical, high-stakes issues.

• Engage in a 24/7/365 on-call rotation, including weekends and holidays.

• Assist U.S. government customers and work alongside Engineering and Customer Success to address defects, performance challenges, and feature requests.

⛳️ Requirements

• U.S. citizenship is required due to government contract obligations.

• A minimum of 2 years of hands-on experience with Lucene/Solr or similar search technologies (e.g., Elasticsearch, OpenSearch).

• At least 3 years of professional experience in a customer-facing technical support role at level 2–3.

• A bachelor's degree or higher in Engineering or Computer Science is preferred.

• Experience with technical support CRM systems (Salesforce, Zendesk, or equivalent).

• Exceptional written and verbal communication skills with customers via email and phone.

• Proficiency in Java, along with a scripting language such as Python, Perl, or Ruby.

• Familiarity with Unix/Linux systems, including command-line navigation, file permissions, system logs, scripting, and basic networking.

• Working knowledge of Kubernetes and containerized deployments.

• Bonus: exposure to related open-source projects or other commercial search technologies.

• Bonus: experience in enterprise search, e-commerce, or business intelligence.

• Bonus: understanding of machine learning, data science, or Gen AI concepts (embeddings, vector search, RAG).

• Bonus: hands-on experience with a public cloud platform (AWS, Azure, or GCP).

• Bonus: experience in a startup environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and continuous learning.

• Supportive and inclusive company culture.