Lucidworks

• Own IT systems engineering for corporate infrastructure, designing, implementing, and operating reliable, secure systems that support Lucidworks operations and meet enterprise IT standards. • Design and improve Lucidworks IT infrastructure, including identity management, endpoint management, network architecture, and SaaS integration, with a focus on scalability, security, and operational efficiency. • Set a high bar for system reliability and configuration quality through rigorous documentation, peer review of infrastructure changes, and active reduction of technical debt in owned systems. Raise design and security issues proactively. • Own the operational health of systems in your domain, contributing to SLA/uptime targets, maintaining monitoring and alerting, participating in incident response, and driving post-incident improvements that prevent recurrence. • Partner with IT leadership, security, and business stakeholders to plan and deliver infrastructure projects, communicating technical restraints, risks, and tradeoffs clearly to both technical and non-technical audiences. • Apply Gen AI tools to accelerate systems administration, scripting, and documentation work, with the judgment to critically evaluate AI-generated output and to keep sensitive credentials and infrastructure details out of AI tools. • Provide guidance and knowledge-sharing to other IT staff and act as an escalation point for complex systems issues. Contribute to a culture of documentation, ownership, and continuous improvement.

• Develop new plugins in accordance with requirement specifications and expected quality and design standards applied across our entire library of connectors. • Update existing plugins to fix bugs, support new requirements, and/or address repository updates and changes. • Debug plugin problems discovered through failing tests and client reports of unexpected behavior. • Write pull requests describing fixes and other code changes to facilitate peer code review, and integrate peer feedback into your work. • Ensure plugins are well-covered by robust unit and integration tests. • Communicate estimates of effort to management to assist in team commitments to development timelines. • Share knowledge with colleagues and management via developer documentation, team presentations, and demos. • Join a sustainable on-call rotation focused on maintaining the health of our SaaS infrastructure.

• Build the automation tools that ensure our internal and external customers receive resources quickly and efficiently while making our team’s lives easier • Work closely with engineering teams to deliver a high quality product to our customers that meets all of their needs • Aim for at least 99.9% uptime across all of our managed customers • Work on several major projects including automating parts of our infrastructure, creating new monitors and alerts, creating new tooling for both team consumption and company consumption, etc. • Take ownership of Lucidworks’ company-wide cloud-first initiative by making the onboarding process for new customers as smooth as possible for them • Engage with team members in a fast-paced, Agile environment • Collaborate effectively with international development teams • Uphold the core values, policies, and procedures of Lucidworks • Maintain a consistent work schedule, including a 1:00 PM – 9:30 PM shift and availability to work at least one weekend day per week and an on-call schedule.

• Build the automation tools that ensure our internal and external customers receive resources quickly and painlessly while making our team’s lives easier • Work closely with engineering teams to deliver a high quality product to our customers that meets all of their needs • Aim for at least 99.9% uptime across all of our managed customers • Work on several major projects including automating parts of our infrastructure, creating new monitors and alerts, creating new tooling for both team consumption and company consumption, etc. • Take ownership of Lucidworks’ company-wide cloud-first initiative by making the onboarding process for new customers as smooth as possible for them.

• Build the automation tools that ensure our internal and external customers receive resources quickly and painlessly while making our team’s lives easier • Work closely with engineering teams to deliver a high quality product to our customers that meets all of their needs • Aim for at least 99.9% uptime across all of our managed customers • Work on several major projects including automating parts of our infrastructure, creating new monitors and alerts, creating new tooling for both team consumption and company consumption, etc. • Take ownership of Lucidworks’ company-wide cloud-first initiative by making the onboarding process for new customers as smooth as possible for them.

• Develop new plugins in accordance with requirement specifications and expected quality and design standards applied across our entire library of connectors. • Update existing plugins to fix bugs, support new requirements, and/or address repository updates and changes. • Debug plugin problems discovered through failing tests and client reports of unexpected behavior. • Write pull requests describing fixes and other code changes to facilitate peer code review, and integrate peer feedback into your work. • Ensure plugins are well-covered by robust unit and integration tests. • Communicate estimates of effort to management to assist in team commitments to development timelines. • Share knowledge with colleagues and management via developer documentation, team presentations, and demos. • Join a sustainable on-call rotation focused on maintaining the health of our SaaS infrastructure.

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. 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. 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 As a Search Engineer in Technical Support, you will play a critical role in helping our clients achieve success with our products. You will be responsible for assisting clients directly in resolving any technical issues they encounter, as well as answering questions about the product and feature functionality. You will work closely with internal teams such as Engineering and Customer Success to resolve a variety of issues, including product defects, performance issues, and feature requests. This role requires excellent problem-solving skills and attention to detail, strong communication abilities, and a deep understanding of search technology. Additionally, this role requires the ability to work independently and as part of a team, and being comfortable working with both technical and non-technical stakeholders. The successful candidate will demonstrate a passion for delivering an outstanding customer experience, balancing technical expertise with empathy for the customer’s needs. This role will provide primary support to our U.S. government customers. This is a remote role open to US strictly based candidates in Mountain or Pacific time zones. This role is expected to participate in weekend on-call rotations. Responsibilities Field incoming questions, help users configure Lucidworks Fusion and its components, and help them to understand how to use the features of the product Troubleshoot complex search issues in and around Lucene/Solr Document solutions into knowledge base articles for use by our customer base in our knowledge center Identify opportunities to provide customers with additional value through follow-on products and/or services Communicate high-value use cases and customer feedback to our Product Development and Engineering teams Collaborate across teams internally to diagnose and resolve critical issues Participating in a 24/7/365 on-call rotation, which includes weekends and holidays shifts All other duties as assigned Skills & Qualifications US Citizenship required due to government contracts 2+ years of hands-on experience experience with Search technologies such as Apache Lucene/Solr. 3+ years professional experience in a customer facing level 2-3 tech support role BS or higher in Engineering or Computer Science is preferred Experience with technical support CRM systems (Salesforce, Zendesk etc.) Experience with cloud computing platforms (GCP, Azure, AWS, etc.) and Kubernetes Ability to clearly communicate with customers by email and phone Proficiency with Java and one or more common scripting languages (Python, Perl, Ruby, etc.) Proficiency with Unix/Linux systems (command line navigation, file system permissions, system logs and administration, scripting, networking, etc.) Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.) and commercial search technologies Enterprise Search, eCommerce, and/or Business Intelligence experience Knowledge of data science and machine learning concepts Experience working in a startup or similarly fast-paced, high-growth environment preferred. Our Stack Apache Lucene/Solr, ZooKeeper, Spark, Pulsar, Kafka, Grafana Java, Python, Linux, Kubernetes Zendesk, Jira 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. 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.

• Develop new plugins in accordance with requirement specifications and expected quality and design standards applied across our entire library of connectors. • Update existing plugins to fix bugs, support new requirements, and/or address repository updates and changes. • Debug plugin problems discovered through failing tests and client reports of unexpected behavior. • Write pull requests describing fixes and other code changes to facilitate peer code review, and integrate peer feedback into your work. • Ensure plugins are well-covered by robust unit and integration tests. • Communicate estimates of effort to management to assist in team commitments to development timelines. • Share knowledge with colleagues and management via developer documentation, team presentations, and demos. • Join a sustainable on-call rotation focused on maintaining the health of our SaaS infrastructure.

• 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.