Technical Success Engineer

Lucidworks is leading digital transformation for some of the world's 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 Crate & Barrel, 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 non-discriminatory way.

About the Role

We are searching for a creative, passionate, individual for our Technical Success Engineering (TSE) team. Our TSEs are motivated by solving complex problems with cutting-edge solutions. The ideal candidate is a positive self-starter with extensive client-facing experience and a wide range of technical expertise. A background in Professional Services, Solutions Engineering, or other client facing technical roles is a good foundation for Technical Success Engineering. 

A TSE is a highly motivated and adaptable individual who has direct influence in the day to day success of clients working with Lucidworks’ products. They are hands-on with clients ensuring that all clients are successful in navigating the complexities of product deployment, maintenance, uptime, and adoption. They are collaborative and enjoy working across teams to continuously provide clients with robust solutions to their most critical business challenges. Their technical acumen and client-facing skills enable them to effectively represent Lucidworks within a client’s environment. 

As a Technical Success Engineer (TSE) you will be a key member of the Client Excellence team, responsible for hands-on work and technical advisory for our largest and most strategic customers. You will serve as an influencer and a champion for best practices for successful and sustainable adoption of the Lucidworks product suite. You are a key player in engaging deeply with our clients to help deliver against business objectives and pain points as well as sharing best practices with the broader, cross-functional Lucidworks teams.

Our team is a high-performing group of technical professionals that are results-driven and client-focused. We work cross-functionally within our organization to champion our clients and ensure their technical success.

This role is open to Jamaica residents only.

• Help customers achieve their business goals and objectives by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Lucidworks products and services.
• Deliver technical audits and deliver recommendations to customers to ensure timely, performant, and sustainable deployments. 
• Implement best practice solutions which deliver value to customers against their business goals and objectives. 
• Assist and advise with customer infrastructure, migration, upgrades, and scaling for peak performance. 
• Work side-by-side with customers; hold regular cadence office hours to advise and proactively deliver technical solutions to customers.
• Effectively communicate technical issues in a clear and concise manner.
• Attain Trusted Advisor status with both key business and technical decision-makers.
• Become a key partner to the Customer Success practice, providing technical knowledge and expertise, and work within the account team towards a common goal.
• Advocate for your customers across internal Lucidworks teams. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Lucidworks ecosystem.
• Willingness to travel to client locations as necessary, as conditions permit.

• 5 years of full-time industry experience with strong coding abilities in one or more following languages: Java, Scala, Python, and JavaScript.
• 3-5 years customer-facing experience in a consultative role for enterprise distributed applications, cloud service, or similar, ideally as a technical lead.
• Strong Java JVM software debugging skills is a bonus.
• eCommerce industry experience is a plus.
• Experience creating white-papers and other written deliverables.
• Experience with related open source technologies such as Solr, Lucene, Kubernetes, etc. Thorough understanding of search, search technologies and how it is leveraged across multiple industries.
• Foundational understanding of cloud computing and architecture; Kubernetes and Docker experience a bonus.
• Strong knowledge of data structures, algorithms, enterprise systems, and asynchronous architectures.
• Experience in cloud technologies, preferably with Kubernetes-based cloud deployment solutions.
• Familiarity with databases, data analysis, ETL concepts, and SQL.
• Strong technical, analytical, and problem-solving skills. Exceptional verbal, written communication skills.
• Experience presenting to both large and small audiences of various technical levels and expertise.
• Confidence navigating across different industries and use cases while being adaptable and flexible.

• Resourceful-willing to jump in, be agile/flexible, leverage existing resources to accomplish goals, ability to work independently
• Team player-confident 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
• Ability to handle confidential information 

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 non-discriminatory 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 third-party 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 third-party 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.

Tags