Senior Technical Support Engineer Lucid Imagination
Establish yourself as a credible, reliable, likable, genuine, and trustworthy technical support engineer to your customers.
Provide expert-level support services to a wide range of customers with varying degrees of technical knowledge.
Resolve complex search issues in and around the Lucene/Solr ecosystem.
Reproduce product issues and open bugs to work in collaboration with our engineering team to provide timely solutions to our customers.
Document case solutions into knowledge base articles that are later available to our customer base in our knowledge center.
Have a big effect on our support infrastructure.
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.
Contribute to the open source community by donating needed bug fixes and improvements; answering message boards; documenting existing code; and blogging.
Share our ?on-call? load with the rest of the technical support team.
Be exposed to other technology areas besides search.
2 or more years of hands-on Lucene/Solr experience preferred or equivalent experience with other search technologies.
BS or higher in Engineering or Computer Science preferred.
3 or more years of experience in a technical support role as a level 2-3 technical support engineer that is customer facing.
Experience with technical support CRM systems (Salesforce, Zendesk etc.)
Familiarity with common technical support processes.
Ability to clearly communicate with customers via different communications means (email, phone etc).
Java knowledge a plus.
Some experience with common scripting languages (Perl/Python/Ruby).
Exposure to other related open source projects (Mahout, Hadoop, Tika, etc.) a plus.
Experience with other commercial and open source search technologies a plus.
Enterprise Search, eCommerce, and/or Business Intelligence experience a plus.
Experience working in a startup a plus.
Support Mindset: curious, natural problem solver, great listener, great communicator.
Startup Energy: driven, resourceful, innovative, passionate, self-motivated.
Team Player: friendly, helpful, engaging, dependable, company focused, eager to collaborate.
Confidence without attitude.
||Redwood City, CA |