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

• Maintain configurations implemented for Managed Fusion customers and provide ongoing maintenance post go-live • Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base • Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud infrastructure • Identify, reproduce, and document product issues and work closely with engineering teams to influence product improvements • Lead incident response and root cause analysis for high-impact technical issues • Participate in design and implementation of automation tools and monitoring frameworks for cloud-based managed services • Mentor and guide junior engineers and foster knowledge sharing • Collaborate with Support, Cloud engineering, and Customer Success teams and communicate with customers via ticketing systems (Zendesk) • Define and update best practices based on lessons learned and cross-team discussions • Collaborate with global teams and customers across multiple time zones

🎯 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) • Experience with cloud platforms (GCP, AWS, or Azure) and containerization technologies like Kubernetes • Ability to analyze logs, stack traces, profiler snapshots, and performance metrics to diagnose system issues • Experience working with connectors, web crawlers, and API integrations • Strong knowledge of HTML, XML, JSON, REST APIs, and tools like Postman • Excellent communication skills, with experience handling enterprise-level support interactions 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, etc.) is a plus • Prior experience working in global support environments and with international clients • Willingness to participate in a 24x7 on-call rotation • English fluency • Ability to handle confidential information • Ability to write JavaScript to modify ingestion/query manipulations • Ability to troubleshoot ingestion or query pipeline issues

🏖️ Benefits

• discretionary variable bonus • equity • top-notch medical, dental and vision coverage • a variety of voluntary benefits • generous PTO policy • various leave policies • many other region-specific benefits