Manager, Technical Support at LucidWorks in Remote

About the Team

The technical support team at Lucidworks 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

The support manager will provide vision and direction to implement strategies, processes and technologies to consistently deliver world-class customer experience. With ownership and accountability for building, maintaining and growing a portfolio of Support offerings, they will be central to defining the support innovation needed to monitor and improve KPI efficiency and customer satisfaction. They will work cross-functionally, as the central voice for the team, aligning support efforts with company goals and initiatives.

We are looking for the kind of manager who not only generates innovative solutions themselves but also creates an environment where the team can do their best work and let their creativity flourish.

This position provides a potent mix of dynamic opportunities, challenges, and influence across other teams.

About You

You are curious, positive, and motivated by delighting customers. You enjoy solving problems, excel in fast paced, dynamic environments, can keep our team motivated through challenging situations, and won’t hesitate to jump in when needed. You communicate effectively within and across organizations to accelerate changes necessary for achieving planned business goals.

You will:

• Deliver global support services to customers, service delivery partners, and internal teams
• Deliver a differentiated and consistent support experience across a multi-tier support framework
• Define and drive a transformational support strategy in service of customer retention and satisfaction programs, directly impacting customer loyalty
• Own the overall customer support experience program: measure, monitor, and report customer support satisfaction and assure continuous improvement
• Lead and develop a strong, motivated team of support professionals, building the necessary skills and capabilities to execute strategies and maintain the highest level of customer service
• Identify opportunities for transformation that will result in improved customer experience, new market opportunities, operational efficiencies and cost savings

You have:

• 10+ years in the Customer Service industry, building and implementing support offerings in high-growth, B2B, SaaS, cloud and technology industries
• 3+ years’ successful experience as a Support leader, supporting a global customer base and managing a geographically distributed teams
• Experience in modernizing a Support group by driving the digital adoption of process and service model
• Experience in utilizing knowledge management to drive self-service and case deflection
• Strong client management skills with executive-level communication experience
• Exacting attention to support metrics

Please note that at this time Lucidworks is unable to sponsor US employment authorization (both new and transfer).

About Lucidworks

Lucidworks is leading digital transformation by fusing the power of search and artificial intelligence to create connected experiences for work, shopping, research and support.

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 of users.

Our roots are in Apache Solr, the global search standard used by 90 percent of U.S. Fortune 500 companies. Our team includes contributors and committers to Solr as well as some of the world's foremost machine learning innovators. We are trusted by the world's largest brands to deliver personalized digital experiences across many industries, including: insurance, banking, capital markets, manufacturing, media, oil & gas, retail, software, and telecommunications. Those customers include companies like: Aetna, Morgan Stanley, Reddit, Red Hat, Uber, Verizon, and Wells Fargo. We also serve government agencies in the civilian, defense and intelligence sectors, including the United States Federal Reserve and the U.S. Census Bureau.

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.