About the Role
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
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
Bonus points for:
Our Stack
Apache Lucene/Solr, ZooKeeper, Spark, Kafka, Ray, Helm
Java, Python, Linux, Kubernetes, Docker, GitHub, Grafana
Zendesk, Jira
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