Lucidya | لوسيديا

Technical Customer Support Executive

Lucidya | لوسيديا

full-time

Posted on:

Location Type: Remote

Location: Egypt

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Tech Stack

Cloud

About the role

  • Respond promptly to customer inquiries via phone, email, and chat with technical expertise and professionalism.
  • Troubleshoot and resolve technical issues related to Lucidya’s platform.
  • Guide customers through product features, usage best practices, and configuration settings to maximize value.
  • Document and escalate complex technical problems to development or engineering teams for deeper investigation.
  • Maintain detailed records of customer interactions, issues, and resolutions in CRM systems.
  • Collaborate with product, engineering, and QA teams to communicate customer feedback and advocate for product improvements.
  • Contribute to the development and maintenance of support documentation, FAQs, and knowledge bases.
  • Stay up-to-date with product updates, features, and industry trends to provide accurate and helpful guidance.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 2+ years experience in technical customer support or a related role, preferably in SaaS or technology companies.
  • Strong understanding of software applications, APIs, and cloud platforms.
  • Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
  • Ability to troubleshoot and diagnose problems systematically.
  • Familiarity with CRM systems and customer support tools like Zendesk, Freshdesk, or Jira Service Desk.
  • Patience, empathy, and a customer-first attitude.
  • Ability to work independently and collaboratively within a team.
  • Willingness to learn and adapt in a fast-evolving technical environment.
  • Fluency in English; additional languages are a plus.
Benefits
  • **Why Join Lucidya?**
  • - High-impact role shaping the future of our QA organisation
  • - Opportunities to work on modern engineering practices and advanced tooling
  • - Collaborative culture focused on ownership, innovation, and continuous improvement
  • - A fast-growing company building industry-leading technology
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingsoftware applicationsAPIscloud platforms
Soft Skills
communication skillsinterpersonal skillsproblem-solvingpatienceempathycustomer-first attitudeindependent workcollaborationadaptability
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technology