Technical Customer Support Specialist

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Lucidya | لوسيديا

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 $6M Series B on 2022-01

Artificial Intelligence • B2B • SaaS

Lucidya is a company specializing in social media and online platform analytics. They provide tools and insights that help businesses understand customer sentiment, track brand reputation, and make data-driven decisions. Lucidya's solutions are tailored for engaging with the Arabic-speaking market, leveraging AI technology to process and analyze data for optimal marketing strategies.

📋 Description

• 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.

🎯 Requirements

• 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.