Lucidworks

Lucidworks

Lucidworks provides enterprise search solutions with Fusion platform, offering industry-leading search technology for intelligent search apps at any scale, enhancing search experiences and relevance for businesses worldwide.

Internet Software & Services
51-250
Founded 2007
$209M raised

Description

  • Field incoming customer questions and help users configure Lucidworks Fusion and its components.
  • Troubleshoot complex search issues involving Lucene and Solr.
  • Resolve technical issues, product defects, performance issues, and feature requests in coordination with Engineering and Customer Success.
  • Document solutions in knowledge base articles for customer self-service use.
  • Communicate high-value use cases and customer feedback to Product Development and Engineering teams.
  • Identify opportunities to expand customer value through follow-on products and services.
  • Collaborate across internal teams to diagnose and resolve critical issues.
  • Participate in a 24/7/365 on-call rotation, including weekends and holidays.
  • Support both technical and non-technical stakeholders with clear communication.

Requirements

  • U.S. citizenship is required due to government contracts.
  • Must be a U.S.-based candidate in the Mountain or Pacific time zones.
  • 2+ years of hands-on experience with search technologies such as Apache Lucene/Solr.
  • 3+ years of professional experience in a customer-facing level 2-3 technical support role.
  • Bachelor’s degree or higher in Engineering or Computer Science is preferred.
  • Experience with technical support CRM systems such as Salesforce or Zendesk.
  • Experience with cloud computing platforms such as GCP, Azure, or AWS, and Kubernetes.
  • Proficiency with Java and one or more scripting languages such as Python, Perl, or Ruby.
  • Proficiency with Unix/Linux systems, including command line navigation, file permissions, system logs, administration, scripting, and networking.
  • Ability to communicate clearly with customers by email and phone.
  • Exposure to related open source projects such as Mahout, Hadoop, or Tika, and commercial search technologies is preferred.
  • Enterprise Search, eCommerce, or Business Intelligence experience is preferred.
  • Knowledge of data science and machine learning concepts is preferred.
  • Experience working in a startup or similarly fast-paced, high-growth environment is preferred.

Benefits

  • $104,000 - $143,000 annual salary range.
  • Discretionary variable bonus.
  • Top-notch medical, dental, and vision coverage.
  • Generous PTO policy.
  • Various leave policies.
  • A variety of voluntary benefits.
  • Other region-specific benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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