Lucidya is seeking a motivated and customer-focused Technical Customer Support Executive to join our team. In this role, you will be the first point of contact for our customers, providing technical assistance and support related to our AI-powered customer experience analytics platform. You will help troubleshoot issues, guide users through product features, and work closely with our engineering teams to ensure customer satisfaction and successful resolution of technical problems.The ideal candidate is passionate about technology, has strong problem-solving skills, and enjoys delivering outstanding customer service in a fast-paced environment.Key ResponsibilitiesRespond promptly to customer inquiries via phone, email, and chat with technical expertise and professionalismTroubleshoot and resolve technical issues related to Lucidya's platformGuide customers through product features, usage best practices, and configuration settings to maximize valueDocument and escalate complex technical problems to development or engineering teams for deeper investigationMaintain detailed records of customer interactions, issues, and resolutions in CRM systemsCollaborate with product, engineering, and QA teams to communicate customer feedback and advocate for product improvementsContribute to the development and maintenance of support documentation, FAQs, and knowledge basesStay up-to-date with product updates, features, and industry trends to provide accurate and helpful guidanceRequirementsBachelor's degree in Computer Science, Information Technology, or a related field2+ years experience in technical customer support or a related role, preferably in SaaS or technology companiesStrong understanding of software applications, APIs, and cloud platformsExcellent communication and interpersonal skills with the ability to explain technical concepts to non-technical usersAbility to troubleshoot and diagnose problems systematicallyFamiliarity with CRM systems and customer support tools like Zendesk, Freshdesk, or Jira Service DeskPatience, empathy, and a customer-first attitudeAbility to work independently and collaboratively within a teamWillingness to learn and adapt in a fast-evolving technical environmentFluency in English; additional languages are a plusBenefitsWhy Join Lucidya?High-impact role shaping the future of our QA organisationOpportunities to work on modern engineering practices and advanced toolingCollaborative culture focused on ownership, innovation, and continuous improvementA fast-growing company building industry-leading technology