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

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Field incoming questions and help customers configure Lucidworks Fusion and its components, and understand how to get the most from the product's features

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Troubleshoot complex search issues across Lucene, Solr, and related distributed systems

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Write clear, reusable knowledge base articles that help the broader customer base solve similar issues on their own

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Spot opportunities to bring customers additional value through follow-on products and services

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Relay high-value use cases and customer feedback to Product and Engineering so it shapes what we build next

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Collaborate across teams to diagnose and resolve critical, high-stakes issues

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Participate in a 24/7/365 on-call rotation, including weekends and holidays

What we're looking for

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U.S. citizenship, required due to government contracts

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2+ years of hands-on experience with Lucene/Solr or comparable search technologies (e.g., Elasticsearch, OpenSearch)

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3+ years of professional experience in a customer-facing, level 2–3 technical support role

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A bachelor's degree or higher in Engineering or Computer Science, preferred

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Experience working in a technical support CRM (Salesforce, Zendesk, or similar)

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Clear, confident written and verbal communication with customers over email and phone

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Proficiency in Java, plus a scripting language such as Python, Perl, or Ruby

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Comfort on Unix/Linux systems: command-line navigation, file permissions, system logs, scripting, and basic networking

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Working proficiency with Kubernetes and containerized deployments

Bonus p