About the TeamThe 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 RoleWe’re looking for a support engineer with a wide range of technical abilities to own communication with customers to gather data about the problems they are facing, as well as working with the engineering team and vendors to perform root cause analysis (RCA) and, ultimately, resolutions. This means continuous contact with the customer and a high level of attentiveness to their needs and priorities.This role balances technical depth with empathy for the customer’s needs and a drive to continually improve the products and ensure an excellent customer experience. You are the first line in our Customer Success team to help our users.
About YouYou are a curious-minded, natural problem solver who plays well with others and cares about the work, the team, and the customers. You are able to work collaboratively with a diverse community of personalities spread across multiple time zones, leveraging your excellent communication skills to make sure everyone is on the same page.You leverage all of your technical and people skills to become a trusted advisor for your clients and customers,both internal and external.
You will
- 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
- Contribute to the open source community by donating needed bug fixes and improvements, answering message boards, documenting existing code, etc
You have:
- 2+ years of hands-on experience with Lucene/Solr or other search technologies
- 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
- Knowledge of Java and common scripting languages (Perl/Python/Ruby)
- Knowledge of Unix, Kubernetes, Apache Spark, data science, and machine learning concepts
Bonus points for:
- Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.) and commercial search technologies
- Enterprise Search, eCommerce, and/or Business Intelligence experience
- Startup experience
COVID Vaccination:Lucidworks policy requires employees to be vaccinated before they visit an office. We are a remote first company but in certain positions where office attendance is deemed to be essential to the role, offers of employment shall be conditional upon proof of vaccination or exception.
Please note that at this time Lucidworks is unable to sponsor US employment authorization (both new and transfer).
About LucidworksLucidworks is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and healthcare providers. By fusing the power of search and AI, Lucidworkscreates connected experiences for shopping, work, research, and support. Brands like Lenovo, Reddit, and Red Hat rely on Lucidworksto power personalized experiences that delight customers and empower employees.Fusion is our cloud-native, ML-powered search platform that integrates open-source projects Spark and Solr with our proprietary code for query intent prediction, low latency search, hyper-personalization and smart app creation. Our products include applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning. We believe in building a team to deliver these products that make searching for insights a uniquely personal experience for a worldwide community