Technical Customer Support Executive

Lucidya | لوسيديا

Technical Customer Support Executive at Lucidya providing support for AI-powered analytics platform. Troubleshooting issues and guiding customers through product features with a focus on satisfaction.

Posted 4/13/2026full-timeRemote • 🇪🇬 EgyptJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

**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

ATS Keywords

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Applicant Tracking System Keywords

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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