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Search Engineer, Technical Support (Government Sector)

3 months ago
United States
Full-time
Mid Level
Technical Support Engineer
Software Development
Apache Spark AWS Azure E-commerce GCP Grafana Hadoop Java JIRA Kafka Kubernetes Linux Machine Learning Perl Python Ruby Salesforce Solr Unix
Apply Now
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
View All Jobs 2

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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