Search Engineer, Technical Support (Government Sector) in Remote

About the Role

As a Search Engineer in Technical Support, you will play a critical role in helping our clients achieve success with our products. You will be responsible for assisting clients directly in resolving any technical issues they encounter, as well as answering questions about the product and feature functionality. You will work closely with internal teams such as Engineering and Customer Success to resolve a variety of issues, including product defects, performance issues, and feature requests.

This role requires excellent problem-solving skills and attention to detail, strong communication abilities, and a deep understanding of search technology. Additionally, this role requires the ability to work independently and as part of a team, and being comfortable working with both technical and non-technical stakeholders. The successful candidate will demonstrate a passion for delivering an outstanding customer experience, balancing technical expertise with empathy for the customer's needs.

This role will provide primary support to our U.S. government customers.

Remote Role Details

This is a remote role open to US strictly based candidates in Mountain or Pacific time zones. This role is expected to participate in weekend on-call rotations.

Responsibilities

• 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
• Collaborate across teams internally to diagnose and resolve critical issues
• Participating in a 24 / 7 / 365 on-call rotation, which includes weekends and holidays shifts
• All other duties as assigned

Skills & Qualifications

Our Stack

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Lucidworks' total compensation package for employees. Your total rewards package includes (but is not limited to) discretionary variable bonus, top-notch medical, dental and vision coverage, a variety of voluntary benefits, generous PTO policy, various leave policies, and many other region-specific benefits.

Lucidworks believes in the power of and to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, , , and in an inclusive and non-discriminatory way. Applications are reviewed by a team.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.

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 will be paid should we hire a candidate whose resume was sent unsolicited.

Thank you for your interest and we look forward to learning more about you.

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