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.

Requirements

6+ years of experience in technical support, search technology, or software development, with a strong focus on search platforms.
Expertise in Lucene/Solr or Lucidworks Fusion and the ability to troubleshoot complex search-related issues is **required**.
Bachelor’s or Master’s degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience.
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!

Benefits

discretionary variable bonus
equity
top-notch medical, dental and vision coverage
a variety of voluntary benefits
generous PTO policy
various leave policies
many other region-specific benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

LuceneSolrLucidworks FusionJavaJavaScriptPythonGCPAWSAzureKubernetes

Soft Skills

communicationmentoringproblem-solvingcollaborationleadershipincident managementroot cause analysiscustomer supportcontinuous learningknowledge sharing

Certifications

Bachelor's degreeMaster's degree