Senior Managed Services Engineer

September 20

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Lucidworks

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SaaS • Artificial Intelligence • B2B

Lucidworks is a leading provider of search and discovery software platforms, powering the search and discovery experience for some of the world's largest companies. They offer AI-driven solutions to enhance search relevance for eCommerce, workplace, and customer service applications. Lucidworks utilizes advanced technologies such as neural networks, lexical search, and semantic search to deliver personalized and dynamic experiences in industries like retail, financial services, healthcare, and government. Their platform enables businesses to create scalable and intelligent search functionalities that transform user interactions and drive better outcomes.

201 - 500 employees

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

💰 $100M Series F on 2019-08

📋 Description

• 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.

🎯 Requirements

• 6+ years of experience in technical support, search technology, or software development, with a strong focus on search platforms. • Expertise in Lucene/Solr or Lucidworks Fusion (required). • Bachelor’s or Master’s degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience. • Proficiency in Java and scripting languages (JavaScript; Python preferred) for debugging, automation, and tool development. • Experience working with cloud platforms (GCP, AWS, or Azure) and containerization technologies like Kubernetes. • Ability to analyze logs, Java stack traces, heap dumps, profiler snapshots, and performance metrics. • Experience working with connectors, web crawlers, and API integrations. • Strong knowledge of HTML, XML, JSON, REST APIs, and tools like Postman. • Excellent communication skills; experience handling enterprise-level support via email and ticketing systems (Zendesk, Jira, etc.). • Prior experience leading incident management, root cause analysis, and customer escalations. • Exposure to related open-source technologies (Solr, Tika, Nashorn, Spark, AI) is a plus. • Prior experience working in global support environments and with international clients across time zones. • Willingness to participate in a 24x7 on-call rotation.