Senior Managed Services Engineer
Senior Managed Services Engineer
Posted on :
17-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
17-04-2025
Job Description
Lucidworks is leading digital transformation for some of the worlds 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 nondiscriminatory way.
About the Role
The Managed Services Team is responsible for the maintenance of configurations implemented for Managed Fusion customers. These solutions were generally implemented by Professional Services or Partner teams and fall under the Managed Services teams maintenance after go live. We collaborate with Support teams as first line contact for the customers Cloud engineering team for Infrastructure maintenance and Customer Success for ensuring proper communication with the customer for new feature requests upgrades and general requests that require more coordination. We continuously define and update best practices with the latest ideas based on lessons learned by the team and discussions with our partner teams.
About You
You understand common Search technology and functionality including basic features for managing the search experience. You have some basic knowledge of features like Synonyms Spell Checking Stop words Boosting and Blocking Relevancy etc. You understand the concept of ingesting data into a search index (via connectors data feeds or web crawlers) as well as possible manipulation of that data during ingestion. You understand the concept of searching for that data via queries and manipulations of the response from the search. You are able to write the Javascript code necessary to modify these manipulations. You are able to troubleshoot possible issues in the ingestion or query pipelines.
Responsibilities
- Act as a senior technical expert providing indepth 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 cloudbased 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 highimpact technical issues ensuring timely and effective resolutions.
- Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloudbased 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.
Skills & Qualifications
- Bachelors or Masters degree in a relevant field (Computer Science Engineering etc. or equivalent experience.
- 6 years of experience in technical support search technology or software development with a strong focus on search platforms.
- Expertise in Lucene/Solr Lucidworks Fusion or Elasticsearch and the ability to troubleshoot complex searchrelated issues is highly desirable.
- 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 enterpriselevel support interactions via email and ticketing systems (Zendesk Jira etc..
- Prior experience leading incident management root cause analysis and customer escalations.
- Exposure to related opensource 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.
- Willingness to participate in a 24x7 oncall rotation to help support the services you develop; we take an endtoend ownership approach to what we build!
Competencies
- Resourcefulwilling to jump in be agile/flexible leverage existing resources to accomplish goals ability to work independently
- Team playerconfident in collaborating with a diverse community of people and personalities across geographies backgrounds and professional abilities
- Strong verbal and written communication skills
- Empathy and care for all stakeholders of Lucidwork including employees customers partners and guests
- English fluency
- Ability to handle confidential information
a year
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 equity topnotch medical dental and vision coverage a variety of voluntary benefits generous PTO policy various leave policies and many other regionspecific benefits.
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 nondiscriminatory way. Applicants receive consideration based on the relevant talents skills and experiences they offer to our company.
Thank you for your interest and we look forward to learning more about you.
Note to third party recruiters:
We appreciate your interest in our job opportunities. However we kindly request that thirdparty 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 thirdparty recruiters or agencies. Unsolicited resumes and referrals will become the property of Lucidworks and no fee will be paid should we hire a candidate whose resume was sent unsolicited.
Required Experience:
Senior IC
Employment Type
Remote
Company Industry
Key Skills
- Abinitio
- CMS
- Baking
- Insurance Sales
- Air Compressors
- Broadcast
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