Search Engineer, Technical Support

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 on our Technical Support team, you’ll be a trusted technical partner to our customers, helping them get the most out of Lucidworks Fusion and resolving the issues that stand between them and a great search experience. You’ll work hand-in-hand with Engineering and Customer Success to run down product defects, performance issues, and feature requests, and you’ll help shape the product by surfacing what you’re hearing from the field. This role rewards sharp problem-solving, careful attention to detail, and a genuine understanding of search technology. You’ll move comfortably between deeply technical conversations and plain-language explanations for non-technical stakeholders, and you’ll bring real empathy to every interaction, because behind every ticket is a person trying to get their job done. This role provides primary support to our U.S. government customers, so it does come with a citizenship requirement below. It’s fully remote and will stay that way. We’re ideally looking for someone based on the West Coast or who is comfortable working hours aligned with the Pacific time zone. What you’ll do Field incoming questions and help customers configure Lucidworks Fusion and its components, and understand how to get the most from the product’s features Troubleshoot complex search issues across Lucene, Solr, and related distributed systems Write clear, reusable knowledge base articles that help the broader customer base solve similar issues on their own Spot opportunities to bring customers additional value through follow-on products and services Relay high-value use cases and customer feedback to Product and Engineering so it shapes what we build next Collaborate across teams to diagnose and resolve critical, high-stakes issues Participate in a 24/7/365 on-call rotation, including weekends and holidays What we’re looking for U.S. citizenship, required due to government contracts 2+ years of hands-on experience with Lucene/Solr or comparable search technologies (e.g., Elasticsearch, OpenSearch) 3+ years of professional experience in a customer-facing, level 2–3 technical support role A bachelor’s degree or higher in Engineering or Computer Science, preferred Experience working in a technical support CRM (Salesforce, Zendesk, or similar) Clear, confident written and verbal communication with customers over email and phone Proficiency in Java, plus a scripting language such as Python, Perl, or Ruby Comfort on Unix/Linux systems: command-line navigation, file permissions, system logs, scripting, and basic networking Working proficiency with Kubernetes and containerized deployments Bonus points for: Exposure to related open-source projects or other commercial search technologies Experience in enterprise search, e-commerce, or business intelligence Familiarity with machine learning, data science, or Gen AI concepts (embeddings, vector search, RAG) Hands-on experience with a public cloud platform (AWS, Azure, or GCP) Startup experience Our Stack Apache Lucene/Solr, ZooKeeper, Spark, Kafka, Ray, Helm Java, Python, Linux, Kubernetes, Docker, GitHub, Grafana Zendesk, Jira $88,000 - $121,000 a year 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.