Lucidworks · 3 months ago
Senior Managed Services Engineer
United States
Full-time
Remote
Senior Level
$120K/yr - $165K/yr
6+ years expLucidworks is leading digital transformation for major retailers and organizations through advanced search and browse technologies. The Senior Managed Services Engineer will provide expert support and maintenance for Managed Fusion customers, troubleshoot complex issues, and collaborate with various teams to enhance service efficiency and reliability.
AnalyticsCloud ComputingOpen SourceSaaSSearch Engine
Responsibilities
Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base with varying levels of technical expertise
Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud-based infrastructure, utilizing Java stack traces, heap dumps, profiler snapshots, and performance diagnostics
Identify, reproduce, and document product issues, working closely with engineering teams to influence product improvements and drive faster resolutions
Lead incident response and root cause analysis for high-impact technical issues, ensuring timely and effective resolutions
Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloud-based managed services
Mentor and guide junior engineers, fostering a culture of continuous learning and knowledge sharing within the team
Provide thought leadership in troubleshooting methodologies, optimizing system performance, and enhancing overall reliability
Collaborate with global teams and customers across multiple time zones, ensuring seamless communication and issue resolution
Clearly communicate with customers through ticketing systems like Zendesk to provide expert support
Qualification
Required
6+ years of experience in technical support, search technology, or software development, with a strong focus on search platforms
Expertise in Lucene/Solr or Lucidworks Fusion and the ability to troubleshoot complex search-related issues is required
Bachelor's or Master's degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience
Proficiency in Java and scripting languages (JavaScript, Python preferred) for debugging, automation, and tool development
Experience working with cloud platforms (GCP, AWS, or Azure) and containerization technologies like Kubernetes
Ability to analyze logs, stack traces, profiler snapshots, and performance metrics to diagnose system issues effectively
Experience working with connectors, web crawlers, and API integrations
Strong knowledge of HTML, XML, JSON, REST APIs, and tools like Postman
Excellent communication skills, with experience handling enterprise-level support interactions via email and ticketing systems (Zendesk, Jira, etc.)
Prior experience leading incident management, root cause analysis, and customer escalations
Willingness to participate in a 24x7 on-call rotation to help support the services you develop; we take an end-to-end ownership approach to what we build!
Preferred
Exposure to related open-source technologies (Solr, Tika, Nashorn, Spark, AI, etc.) is a plus
Prior experience working in global support environments that require collaboration across multiple time zones
Experience working with international clients and understanding regional nuances in enterprise support expectations
Benefits
Discretionary variable bonus
Equity
Top-notch medical, dental and vision coverage
A variety of voluntary benefits
Generous PTO policy
Various leave policies
Many other region-specific benefits
Company
Lucidworks
Lucidworks connects experiences throughout the entire user journey to meet customer and employee intent in the moment.
201-500 employees
H1B Sponsorship
Lucidworks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (5)
2022 (3)
2021 (2)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$209MKey Investors
Francisco PartnersTop Tier Capital PartnersAllegisCyber
2019-08-12Series F· $100M
2018-05-04Series E· $50M
2016-06-27Debt Financing· $6M
Leadership Team
Reade Frank
President & Chief Financial Officer
Recent News
2025-12-10
Company data provided by crunchbase