Technical Customer Support Specialist

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary Natural Language Understanding (NLU) capabilities developed entirely in-house and trained on millions of multilingual conversations. Our platform empowers marketing, customer support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why This Role Matters

As Lucidya continues to scale, delivering fast, reliable technical support is critical to maintaining an exceptional customer experience. The Technical Support Specialist plays a pivotal role between Customer Support and Engineering, resolving complex technical issues before they require engineering intervention.

This role is responsible for diagnosing technical problems, troubleshooting platform issues, and leveraging internal tools to resolve customer incidents efficiently. By reducing unnecessary escalations and enabling faster resolutions, you'll help improve customer satisfaction while allowing Engineering to focus on building and enhancing our products.

If you enjoy solving technical problems, investigating system behavior, and working closely with cross-functional teams, this role offers the opportunity to make a meaningful impact in a fast-growing AI company.

What You'll Do

• Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team.
• Troubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challenges.
• Analyze logs and system behavior to identify root causes and resolve customer issues efficiently.
• Perform technical investigations and debugging using internal tools and limited database access.
• Reproduce product issues and document clear troubleshooting steps before escalating genuine product defects to Engineering.
• Collaborate closely with Customer Support to ensure seamless handover and resolution of escalated cases.
• Communicate technical findings clearly to both customers and internal stakeholders.
• Maintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutions.
• Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency.
• Identify recurring technical issues and partner with Product and Engineering to recommend long-term improvements.
• Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

What Success Looks Like

Within your first 90 days, you'll:

• Develop a deep understanding of the Lucidya platform, architecture, and technical support processes.
• Become proficient with the internal tools used to diagnose and resolve technical issues.
• Independently resolve Level 2 and Level 3 customer issues with minimal engineering involvement.
• Build strong working relationships with Customer Support and Engineering teams.
• Consistently contribute to reducing engineering escalations while improving customer resolution times.
• Meet key support performance metrics, including First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT).

Requirements

Who You Are

• 2+ years of experience in Technical Support, Application Support, Technical Customer Support, or a similar role within a SaaS environment.
• Current experience supporting B2B SaaS customers.
• Strong troubleshooting and analytical skills with the ability to investigate technical issues independently.
• Hands-on experience diagnosing API issues, authentication problems, data synchronization failures, and platform configuration challenges.
• Comfortable reading logs, identifying root causes, and working with technical systems without requiring direct engineering support.
• Experience using ticketing and collaboration tools such as Intercom, Jira, CRM platforms, or similar support systems.
• Fluent in both Arabic and English, with excellent written and verbal communication skills.
• Able to explain technical concepts clearly to both technical and non-technical audiences.
• Highly organized, detail-oriented, and capable of managing multiple technical investigations simultaneously.
• Bachelor's degree or equivalent qualification.

Nice to Have

• Experience supporting enterprise or government customers.
• Exposure to databases, SQL, APIs, or cloud-based SaaS platforms.
• Familiarity with customer engagement, social listening, or customer experience platforms.
• Experience creating technical documentation, runbooks, or knowledge base articles.
• Previous experience working closely with Engineering or Product teams.

Why You'll Love Working Here

• Join one of the region's leading AI-native technology companies.
• Solve challenging technical problems that directly impact customer success.
• Work alongside experienced Product, Engineering, and Customer Success teams.
• Help build a new Technical Support function and influence how it scales.
• Remote-first working environment.
• Continuous learning and career development opportunities.
• Collaborative, inclusive, and high-performance culture where your impact is visible.

Hiring Process

• Talent Acquisition Screening
• Hiring Manager Interview
• Practical Assessment (if applicable)
• Final Interview
• Offer