• Engage with our customers over email, chat, and phone. • Provide support to customers by identifying, troubleshooting, and resolving technical issues. • Seek assistance from senior technicians or pass the case to them as needed. • Research and answer questions from resellers and end users about our software’s capabilities. • Contribute to our Knowledge Base and support articles. • Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming. • Play a vital role in suggesting improvements to our product. • Work closely with other departments, including Engineering, IT, QA and Sales. • Above all, provide a World-Class customer experience.

• Leading root cause analysis for complex hardware and firmware failures across production fleets • Aggregating recurring problems and error patterns to identify systemic reliability issues • Acting as the senior escalation point for hardware-related incidents impacting availability or performance • Coordinating with vendors to drive timely diagnostics, RMAs, firmware fixes, and corrective actions • Partnering with internal engineering teams to validate fixes and prevent recurrence • Performing hardware and firmware validation before fleet-wide rollout • Driving structured incident investigations using established IT problem management methodologies • Supporting on-site teams with technical coordination during critical hardware events • Improving hardware observability, failure tracking, and reporting processes • Contributing to long-term hardware reliability strategy and fleet-wide stability improvements

• Develop deep expertise in Coalesce and cloud data warehouses • Partner with customers through tickets, email, Slack, and video calls while meeting support SLAs • Troubleshoot issues across SQL, cloud data warehouses, Git integrations, authentication/SSO, and APIs • Use Jupyter Notebook workflows, running notebooks to onboard customers • Support customers in rolling out the Catalog product, including metadata management, lineage, and search capabilities • Own customer problems end-to-end: reproduce, diagnose, and drive them to resolution • Collaborate with teammates and contribute to a culture of learning and growth • Write and improve documentation, ensuring clarity and technical accuracy • Stay sharp—continuously expand your technical skillset and share best practices with the team

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.