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Technical Customer Support Specialist at Lucidya - ApplyBlast

Technical Customer Support Specialist

Lucidya

3 months ago

3.6 on Glassdoor

Remote

Full Time

Senior

0 applicants

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About this role

The Technical Support Specialist at Lucidya resolves complex Level 2 and Level 3 technical issues for B2B SaaS customers, acting as a bridge between Customer Support and Engineering. This role involves diagnosing API errors, analyzing system logs, and troubleshooting platform configurations to reduce escalations and improve customer satisfaction. The position requires fluency in Arabic and English within a remote-first environment that operates 24/7.

Responsibilities

Resolve escalated Level 2 and Level 3 technical support issues
Diagnose and troubleshoot API errors and authentication problems
Analyze system logs to identify root causes of technical failures
Document troubleshooting steps and contribute to internal knowledge bases
Collaborate with Engineering to recommend long-term product improvements

Skills

Qualifications

Bachelor's degree or equivalent qualification

About Lucidya

lucidya.com

Headquarters

Riyadh, Riyadh, Saudi Arabia

Company Size

51-200 employees

Founded

2016

View Profile

Lucidya is an AI-native Customer Experience Management (CXM) platform that unifies social listening, omnichannel engagement, AI agents, and customer analytics into a single platform. It helps brands monitor conversations, manage customer interactions, and deliver personalized, real-time support across channels, with capabilities tailored for the MENA region including multilingual and culturally-nuanced AI. Lucidya serves a wide range of industries including banking, insurance, travel, hospitality, and government, empowering organizations to turn customer data into actionable insights and resolutions.