Search Engineer, Technical Support (Government Sector) at Lucidworks

At Lucidworks we help the world’s largest retailers, financial services firms, manufacturers, and B2B organizations deliver outstanding digital experiences. Our Deep Learning technology powers search and discovery for well-known brands such as American Airlines, Lenovo, Red Hat, and Cisco Systems, and we are now looking for a Search Engineer to join our Technical Support team and serve U.S. government customers.

What is this role?

This is a full-time, senior-level Search Engineer position in Technical Support. The role is fully remote and open to U.S. citizens located in the Mountain or Pacific time zones. You will provide primary support for government-sector clients who rely on our enterprise search platform.

What will you do?

• Answer incoming questions, guide customers through configuration of Lucidworks Fusion, and help them understand product features.
• Troubleshoot complex search issues involving Apache Lucene and Solr, then document solutions in our knowledge base for future reference.
• Collaborate with Engineering and Customer Success teams to resolve product defects, performance problems, and feature requests while participating in a 24/7/365 on-call rotation that includes weekends and holidays.

What makes you a great fit?

You bring at least two years of hands-on experience with Apache Lucene or Solr and three or more years in a customer-facing, level 2-3 technical support role. You are proficient in Java and at least one scripting language such as Python, and you are comfortable navigating Unix or Linux systems from the command line. Experience with cloud platforms like AWS or GCP, Kubernetes, and CRM tools such as Zendesk or Salesforce is important. Because this position supports U.S. government contracts, U.S. citizenship is required. Strong written and verbal communication skills, the ability to work both independently and with cross-functional teams, and a genuine interest in delivering excellent customer experiences round out the profile we are seeking.

What's in it for you?

We offer the flexibility of fully remote work within the specified U.S. time zones, along with the opportunity to contribute to mission-critical search solutions used by leading government agencies. You will join a diverse and inclusive team that values varied backgrounds and perspectives while working with modern technologies such as Apache Solr, Kubernetes, Kafka, and Spark.