Search Engineer, Technical Support (Government Sector) - Remote

Overview

As a Search Engineer in Technical Support, you will play a critical role in helping our clients achieve success with our products, focusing on resolving technical issues and enhancing customer experience.

In Short

• Assist clients with technical issues related to Lucidworks products.
• Troubleshoot complex search issues involving Lucene/Solr.
• Document solutions for customer reference in knowledge base articles.
• Identify opportunities for additional customer value through products/services.
• Communicate customer feedback to Product Development and Engineering teams.
• Collaborate with internal teams to resolve critical issues.
• Participate in a 24/7 on-call rotation, including weekends.
• Support U.S. government customers.
• Work independently and with technical and non-technical stakeholders.
• Deliver outstanding customer experiences.

Requirements

• US Citizenship required due to government contracts.
• 2+ years of experience with Search technologies (Apache Lucene/Solr).
• 3+ years in a customer-facing tech support role.
• BS or higher in Engineering or Computer Science preferred.
• Experience with CRM systems (Salesforce, Zendesk).
• Familiarity with cloud platforms (GCP, Azure, AWS) and Kubernetes.
• Strong communication skills via email and phone.
• Proficiency in Java and scripting languages (Python, Perl, Ruby).
• Experience with Unix/Linux systems.
• Knowledge of data science and machine learning concepts.

Benefits

• Work in a diverse and inclusive environment.
• Opportunity to work with leading technology brands.
• Remote work flexibility.
• Participate in a 24/7 support structure.
• Engagement with innovative products and solutions.