Search Engineer, Technical Support

Job Description

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.

Please note: To ensure a fair and efficient process for all applicants, we kindly ask that you refrain from direct outreach to our hiring managers or team members. All communication should go through the official application portal. We will review your application carefully and reach out to you if your qualifications match our needs. We appreciate your interest in Lucidworks!

About the Role

This role rewards sharp problem-solving, careful attention to detail, and a genuine understanding of search technology. You'll move comfortably between deeply technical conversations and plain-language explanations for non-technical stakeholders, and you'll bring real empathy to every interaction, because behind every ticket is a person trying to get their job done.

This role provides primary support to our U.S. government customers, so it does come with a citizenship requirement below. It's fully remote and will stay that way. We're ideally looking for someone based on the West Coast or who is comfortable working hours aligned with the Pacific time zone.

What you’ll do

• Field incoming questions and help customers configure Lucidworks Fusion and its components, and understand how to get the most from the product's features
• Troubleshoot complex search issues across Lucene, Solr, and related distributed systems
• Write clear, reusable knowledge base articles that help the broader customer base solve similar issues on their own
• Spot opportunities to bring customers additional value through follow-on products and services
• Relay high-value use cases and customer feedback to Product and Engineering so it shapes what we build next
• Collaborate across teams to diagnose and resolve critical, high-stakes issues
• Participate in a 24/7/365 on-call rotation, including weekends and holidays

What we're looking for

• U.S. citizenship, required due to government contracts
• 2+ years of hands-on experience with Lucene/Solr or comparable search technologies (e.g., Elasticsearch, OpenSearch)
• 3+ years of professional experience in a customer-facing, level 2–3 technical support role
• A bachelor's degree or higher in Engineering or Computer Science, preferred
• Experience working in a technical support CRM (Salesforce, Zendesk, or similar)
• Clear, confident written and verbal communication with customers over email and phone
• Proficiency in Java, plus a scripting language such as Python, Perl, or Ruby
• Comfort on Unix/Linux systems: command-line navigation, file permissions, system logs, scripting, and basic networking
• Working proficiency with Kubernetes and containerized deployments

Bonus points for:

• Exposure to related open-source projects or other commercial search technologies
• Experience in enterprise search, e-commerce, or business intelligence
• Familiarity with machine learning, data science, or Gen AI concepts (embeddings, vector search, RAG)
• Hands-on experience with a public cloud platform (AWS, Azure, or GCP)
• Startup experience

Our Stack

• Apache Lucene/Solr, ZooKeeper, Spark, Kafka, Ray, Helm
• Java, Python, Linux, Kubernetes, Docker, GitHub, Grafana
• Zendesk, Jira

Lucidworks believes in the power of diversity and inclusion to help us do our best work. 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.