All Openings

Senior Technical Support Engineer


San Francisco, CA (HQ)
Bangalore, India
Cambridge, UK


  • 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.

If this position sounds like a fit, please apply with your resume and a cover letter, explaining why you’re the right person for the role:

Principals only. No recruiters
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