• Maintain configurations implemented for Managed Fusion customers and provide ongoing maintenance post go-live • Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base • Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud infrastructure • Identify, reproduce, and document product issues and work closely with engineering teams to influence product improvements • Lead incident response and root cause analysis for high-impact technical issues • Participate in design and implementation of automation tools and monitoring frameworks for cloud-based managed services • Mentor and guide junior engineers and foster knowledge sharing • Collaborate with Support, Cloud engineering, and Customer Success teams and communicate with customers via ticketing systems (Zendesk) • Define and update best practices based on lessons learned and cross-team discussions • Collaborate with global teams and customers across multiple time zones