Senior Managed Services Engineer

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 team’s 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 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.

• Skills & QualificationsBachelor’s or Master’s 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 search-related 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 enterprise-level support interactions via email and ticketing systems (Zendesk, Jira, etc.).
• Prior experience leading incident management, root cause analysis, and customer escalations.
• 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.
• 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!