Lucidworks is leading digital transformation for some of the worlds 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 customers 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 16,21,000 - 22,28,500 a year This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Lucidworks total compensation package for employees. Your total rewards package may include (but is not necessarily limited to) discretionary variable bonus, top-notch medical, dental and vision coverage, a variety of voluntary benefits, generous PTO policy, various leave policies, and many other region-specific benefits. 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. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company. Thank you for your interest and we look forward to learning more about you. Note to third party recruiters: We appreciate your interest in our job opportunities. However, we kindly request that third-party recruiters and staffing agencies refrain from contacting us regarding these positions. We prefer to work directly with candidates and do not accept unsolicited resumes or candidate referrals from third-party recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks, and no fee will be paid should we hire a candidate whose resume was sent unsolicited.

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 ₹16,21,000 - ₹22,28,500 a year This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Lucidworks’ total compensation package for employees. Your total rewards package may include (but is not necessarily limited to) discretionary variable bonus, top-notch medical, dental and vision coverage, a variety of voluntary benefits, generous PTO policy, various leave policies, and many other region-specific benefits. 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. Applicants receive consideration based on the relevant talents, skills, and experiences they offer to our company. Thank you for your interest and we look forward to learning more about you. Note to third party recruiters: We appreciate your interest in our job opportunities. However, we kindly request that third-party recruiters and staffing agencies refrain from contacting us regarding these positions. We prefer to work directly with candidates and do not accept unsolicited resumes or candidate referrals from third-party recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks, and no fee will be paid should we hire a candidate whose resume was sent unsolicited. Show more Show less

About the Role The Managed Services Team is responsible for the maintenance of configurations implemented for Managed Fusion customers. These solutions were generally implemented by Professional Services or Partner teams and fall under the Managed Services team’s maintenance after go live. We collaborate with Support teams as first line contact for the customers, Cloud engineering team for Infrastructure maintenance, and Customer Success for ensuring proper communication with the customer for new feature requests, upgrades and general requests that require more coordination. We continuously define and update best practices with the latest ideas based on lessons learned by the team and discussions with our partner teams. About You You understand common Search technology and functionality, including basic features for managing the search experience. You have some basic knowledge of features like Synonyms, Spell Checking, Stop words, Boosting and Blocking, Relevancy, etc. You understand the concept of ingesting data into a search index (via connectors, data feeds or web crawlers), as well as possible manipulation of that data during ingestion. You understand the concept of searching for that data via queries and manipulations of the response from the search. You are able to write the Javascript code necessary to modify these manipulations. You are able to troubleshoot possible issues in the ingestion or query pipelines. Responsibilities Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base with varying levels of technical expertise. Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud-based infrastructure, utilizing Java stack traces, heap dumps, profiler snapshots, and performance diagnostics. Identify, reproduce, and document product issues, working closely with engineering teams to influence product improvements and drive faster resolutions. Lead incident response and root cause analysis for high-impact technical issues, ensuring timely and effective resolutions. Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloud-based managed services. Mentor and guide junior engineers, fostering a culture of continuous learning and knowledge sharing within the team. Provide thought leadership in troubleshooting methodologies, optimizing system performance, and enhancing overall reliability. Collaborate with global teams and customers across multiple time zones, ensuring seamless communication and issue resolution. Clearly communicate with customers through ticketing systems like Zendesk to provide expert support. Skills & QualificationsBachelor’s or Master’s degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience. 6+ years of experience in technical support, search technology, or software development, with a strong focus on search platforms. Expertise in Lucene/Solr, Lucidworks Fusion, or Elasticsearch and the ability to troubleshoot complex search-related issues is highly desirable. Proficiency in Java and scripting languages (JavaScript, Python preferred) for debugging, automation, and tool development. Experience working with cloud platforms (GCP, AWS, or Azure) and containerization technologies like Kubernetes. Ability to analyze logs, stack traces, profiler snapshots, and performance metrics to diagnose system issues effectively. Experience working with connectors, web crawlers, and API integrations. Strong knowledge of HTML, XML, JSON, REST APIs, and tools like Postman. Excellent communication skills, with experience handling enterprise-level support interactions via email and ticketing systems (Zendesk, Jira, etc.). Prior experience leading incident management, root cause analysis, and customer escalations. Exposure to related open-source technologies (Solr, Tika, Nashorn, Spark, AI, etc.) is a plus. Prior experience working in global support environments that require collaboration across multiple time zones. Experience working with international clients and understanding regional nuances in enterprise support expectations. Willingness to participate in a 24x7 on-call rotation to help support the services you develop; we take an end-to-end ownership approach to what we build!