lucidworks - Senior Managed Services Engineer
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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 and the ability to troubleshoot complex search-related issues is 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, stack traces, profiler snapshots, and performance metrics to diagnose system issues effectively. • 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 that require collaboration across multiple time zones. • Experience working with international clients and understanding regional nuances in enterprise support expectations. • Willingness to participate in a 24x7 on-call rotation to help support the services you develop; we take an end-to-end ownership approach to what we build! • ## Competencies • Resourceful-willing to jump in, be agile/flexible, leverage existing resources to accomplish goals, ability to work independently • Team player-confident in collaborating with a diverse community of people and personalities across geographies, backgrounds, and professional abilities • Strong verbal and written communication skills • Empathy and care for all stakeholders of Lucidwork including employees, customers, partners, and guests • English fluency • Ability to handle confidential information
Responsibilities
• 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.
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