Search Engineer, Technical Support (India)

Lucidworks

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/28/2021
  • Website: lucidworks.com
  • Company Address: 717 Market St. Suite 800, San Francisco, CA, 94103

About Lucidworks

Lucidworks builds AI-powered search solutions for many of the world's largest brands. Fusion, Lucidworks' advanced development platform, provides the enterprise-grade capabilities needed to design, develop, and deploy intelligent search apps at any scale on top of Apache Solr. Companies across all industries, from consumer retail and healthcare to insurance and financial services, rely on Lucidworks everyday to power their consumer-facing and enterprise search apps.

Job Description

About the Team
The technical support team leverages their extensive experience supporting large-scale Solr clusters and the Lucene/Solr ecosystem. Their day might include troubleshooting errors and attempting to fix or develop workarounds, diagnosing network and environmental issues, learning your customer's infrastructure and technologies, as well as reproducing bugs and opening Jira tickets for the engineering team. Their primary tasks are break/fix scenarios where the diagnostics quickly bring network assets back online and prevent future problems--which has a huge impact on our customers’ business. 
 
About the Role
We’re looking for a support engineer with a wide range of technical abilities to own communication with customers to gather data about the problems they are facing, as well as working with the engineering team and vendors to perform root cause analysis (RCA) and, ultimately, resolutions. This means continuous contact with the customer and a high level of attentiveness to their needs and priorities.
 
This role balances technical depth with empathy for the customer’s needs and a drive to continually improve the products and ensure an excellent customer experience. You are the first line in our Customer Success team to help our users.  
 
About You
You are a curious-minded, natural problem solver who plays well with others and cares about the work, the team, and the customers. You are able to work collaboratively with a diverse community of personalities spread across multiple time zones, leveraging your excellent communication skills to make sure everyone is on the same page.
You leverage all of your technical and people skills to become a trusted advisor for your clients and customers,both internal and external.
 

You will

    • 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
    • Contribute to the open source community by donating needed bug fixes and improvements, answering message boards, documenting existing code, etc

You have:

      • 2+ years of hands-on experience with Lucene/Solr or other search technologies
      • BS or higher in Engineering or Computer Science is preferred 
      • 3+ years professional experience in a customer facing level 2-3 tech support role
      • Experience with technical support CRM systems (Salesforce, Zendesk etc.)
      • Ability to clearly communicate with customers by email and phone
      • Knowledge of Java and common scripting languages (Perl/Python/Ruby)
      • Knowledge of Unix, Kubernetes, Apache Spark, data science, and machine learning concepts
Bonus points for:
    • Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.) and commercial search technologies
    • Enterprise Search, eCommerce, and/or Business Intelligence experience
    • Startup experience
Please note that at this time Lucidworks is unable to sponsor US employment authorization (both new and transfer).
 
About Lucidworks
 
Lucidworks is leading digital transformation by fusing the power of search and artificial intelligence to create connected experiences for work, shopping, research and support. 
 
Fusion is our cloud-native ML-powered search platform that integrates open-source projects Spark and Solr with our proprietary code for query intent prediction, low latency search, hyper-personalization and smart app creation. Our products include applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning. We believe in building a team to deliver these products that make searching for insights a uniquely personal experience for a worldwide community of users.
 
Our roots are in Apache Solr, the global search standard used by 90 percent of U.S. Fortune 500 companies. Our team includes contributors and committers to Solr as well as some of the world's foremost machine learning innovators. We are trusted by the world's largest brands to deliver personalized digital experiences across many industries, including: insurance, banking, capital markets, manufacturing, media, oil & gas, retail, software, and telecommunications. Those customers include companies like: Aetna, Morgan Stanley, Reddit, Red Hat, Uber, Verizon, and Wells Fargo. We also serve government agencies in the civilian, defense and intelligence sectors, including the United States Federal Reserve and the U.S. Census Bureau.
 
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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.