Search Engineer, Technical Support
New
Remote - US / Remote - Phoenix, AZ / San Francisco Bay Area, CA / Seattle, WA; This is a remote role open to US strictly based candidates in Mountain or Pacific time zones., Mountain or Pacific time zones.Full-TimeMiddle
Salary104,000 - 143,000 USD per year
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Job Details
- Experience
- 2+ years of hands-on experience; 3+ years professional experience in a customer facing level 2-3 tech support role
- Required Skills
- PythonCloud ComputingJavaKubernetesLinuxTechnical supportCRMCustomer Success
Requirements
- 2+ years of hands-on experience
- Experience with Search technologies such as Apache Lucene/Solr
- 3+ years professional experience in a customer facing level 2-3 tech support role
- BS or higher in Engineering or Computer Science is preferred
- Experience with technical support CRM systems (Salesforce, Zendesk etc.)
- Experience with cloud computing platforms (GCP, Azure, AWS, etc.) and Kubernetes
- Ability to clearly communicate with customers by email and phone
- Proficiency with Java and one or more common scripting languages (Python, Perl, Ruby, etc.)
- Proficiency with Unix/Linux systems
- Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.)
- Enterprise Search, eCommerce, and/or Business Intelligence experience
- Knowledge of data science and machine learning concepts
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
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