About LucidyaLucidya 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 MattersAs 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 DoOwn and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support teamTroubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challengesAnalyze logs and system behavior to identify root causes and resolve customer issues efficientlyPerform technical investigations and debugging using internal tools and limited database accessReproduce product issues and document clear troubleshooting steps before escalating genuine product defects to EngineeringCollaborate closely with Customer Support to ensure seamless handover and resolution of escalated casesCommunicate technical findings clearly to both customers and internal stakeholdersMaintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutionsContribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiencyIdentify recurring technical issues and partner with Product and Engineering to recommend long-term improvementsSupport our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekendsWhat Success Looks LikeWithin your first 90 days, you'll:Develop a deep understanding of the Lucidya platform, architecture, and technical support processesBecome proficient with the internal tools used to diagnose and resolve technical issuesIndependently resolve Level 2 and Level 3 customer issues with minimal engineering involvementBuild strong working relationships with Customer Support and Engineering teamsConsistently contribute to reducing engineering escalations while improving customer resolution timesMeet key support performance metrics, including First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT)RequirementsWho You Are2+ years of experience in Technical Support, Application Support, Technical Customer Support, or a similar role within a SaaS environmentCurrent experience supporting B2B SaaS customersStrong troubleshooting and analytical skills with the ability to investigate technical issues independentlyHands-on experience diagnosing API issues, authentication problems, data synchronization failures, and platform configuration challengesComfortable reading logs, identifying root causes, and working with technical systems without requiring direct engineering supportExperience using ticketing and collaboration tools such as Intercom, Jira, CRM platforms, or similar support systemsFluent in both Arabic and English, with excellent written and verbal communication skillsAble to explain technical concepts clearly to both technical and non-technical audiencesHighly organized, detail-oriented, and capable of managing multiple technical investigations simultaneouslyBachelor's degree or equivalent qualificationNice to HaveExperience supporting enterprise or government customersExposure to databases, SQL, APIs, or cloud-based SaaS platformsFamiliarity with customer engagement, social listening, or customer experience platformsExperience creating technical documentation, runbooks, or knowledge base articlesPrevious experience working closely with Engineering or Product teamsWhy You'll Love Working HereJoin one of the region's leading AI-native technology companiesSolve challenging technical problems that directly impact customer successWork alongside experienced Product, Engineering, and Customer Success teamsHelp build a new Technical Support function and influence how it scalesRemote-first working environmentContinuous learning and career development opportunitiesCollaborative, inclusive, and high-performance culture where your impact is visibleHiring ProcessTalent Acquisition ScreeningHiring Manager InterviewPractical Assessment (if applicable)Final InterviewOffer