About the RoleAs a Search Engineer on our Technical Support team, you'll be a trusted technical partner to our customers, helping them get the most out of Lucidworks Fusion and resolving the issues that stand between them and a great search experience. You'll work hand-in-hand with Engineering and Customer Success to run down product defects, performance issues, and feature requests, and you'll help shape the product by surfacing what you're hearing from the field.
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
$88,000 - $121,000 a year
