Lucidya | لوسيديا

• Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. • Deliver exceptional customer support in both Arabic and English. • Investigate, troubleshoot, and resolve customer issues independently wherever possible. • Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. • Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. • Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. • Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. • Contribute to maintaining and improving internal knowledge base articles and support documentation. • Identify recurring customer issues and share feedback to improve product quality and support processes. • Participate in quality assurance reviews and continuously improve service standards. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

• Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team. • Troubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challenges. • Analyze logs and system behavior to identify root causes and resolve customer issues efficiently. • Perform technical investigations and debugging using internal tools and limited database access. • Reproduce product issues and document clear troubleshooting steps before escalating genuine product defects to Engineering. • Collaborate closely with Customer Support to ensure seamless handover and resolution of escalated cases. • Communicate technical findings clearly to both customers and internal stakeholders. • Maintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutions. • Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency. • Identify recurring technical issues and partner with Product and Engineering to recommend long-term improvements. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

Role Description As 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. - Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team. - Troubleshoot technical issues including API errors, data synchronization failures, authentication and access issues, and platform configuration challenges. - Analyze logs and system behavior to identify root causes and resolve customer issues efficiently. - Perform technical investigations and debugging using internal tools and limited database access. - Reproduce product issues and document clear troubleshooting steps before escalating genuine product defects to Engineering. - Collaborate closely with Customer Support to ensure seamless handover and resolution of escalated cases. - Communicate technical findings clearly to both customers and internal stakeholders. - Maintain detailed documentation within the ticketing system, including investigation findings, root causes, and resolutions. - Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency. - Identify recurring technical issues and partner with Product and Engineering to recommend long-term improvements. - Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends. Qualifications - 2+ years of experience in Technical Support, Application Support, Technical Customer Support, or a similar role within a SaaS environment. - Current experience supporting B2B SaaS customers. - Strong troubleshooting and analytical skills with the ability to investigate technical issues independently. - Hands-on experience diagnosing API issues, authentication problems, data synchronization failures, and platform configuration challenges. - Comfortable reading logs, identifying root causes, and working with technical systems without requiring direct engineering support. - Experience using ticketing and collaboration tools such as Intercom, Jira, CRM platforms, or similar support systems. - Fluent in both Arabic and English, with excellent written and verbal communication skills. - Able to explain technical concepts clearly to both technical and non-technical audiences. - Highly organized, detail-oriented, and capable of managing multiple technical investigations simultaneously. - Bachelor's degree or equivalent qualification. Requirements - Experience supporting enterprise or government customers. - Exposure to databases, SQL, APIs, or cloud-based SaaS platforms. - Familiarity with customer engagement, social listening, or customer experience platforms. - Experience creating technical documentation, runbooks, or knowledge base articles. - Previous experience working closely with Engineering or Product teams. Benefits - Join one of the region's leading AI-native technology companies. - Solve challenging technical problems that directly impact customer success. - Work alongside experienced Product, Engineering, and Customer Success teams. - Help build a new Technical Support function and influence how it scales. - Remote-first working environment. - Continuous learning and career development opportunities. - Collaborative, inclusive, and high-performance culture where your impact is visible. Hiring Process - Talent Acquisition Screening - Hiring Manager Interview - Practical Assessment (if applicable) - Final Interview - Offer

Role Description At Lucidya, customer support is more than answering tickets - it's a critical part of the customer experience. As we scale our global customer base and move towards 24/7 support coverage, we're building a world-class support function that delivers fast, knowledgeable, and proactive service. As a Customer Support Specialist, you'll be the first point of contact for our customers, helping them resolve issues, navigate the platform, and ensuring every interaction leaves a positive impression. You'll work closely with our Technical Support and Engineering teams, troubleshooting problems, escalating complex issues when needed, and helping us continuously improve the customer experience. Your ability to communicate clearly, solve problems efficiently, and build trust with customers will have a direct impact on customer satisfaction and retention. What You'll Do - Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. - Deliver exceptional customer support in both Arabic and English. - Investigate, troubleshoot, and resolve customer issues independently wherever possible. - Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. - Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. - Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. - Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. - Contribute to maintaining and improving internal knowledge base articles and support documentation. - Identify recurring customer issues and share feedback to improve product quality and support processes. - Participate in quality assurance reviews and continuously improve service standards. - Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends. What Success Looks Like Within your first 90 days, you'll: - Develop a strong understanding of the Lucidya platform, products, and customer workflows. - Become confident navigating our support tools and internal processes. - Successfully manage customer inquiries independently. - Demonstrate strong product knowledge and effective troubleshooting skills. - Build productive working relationships with Technical Support and Engineering teams. - Consistently achieve key customer support metrics, including First Response Time (FRT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT). Qualifications - 2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support role. - Current experience supporting customers in a SaaS environment (required). - B2B SaaS experience is strongly preferred. - Fluent in both Arabic and English, with excellent written and verbal communication skills. - Comfortable explaining technical concepts to non-technical customers. - Strong problem-solving and analytical skills with the ability to troubleshoot customer issues independently. - Experience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems. - Comfortable working across multiple systems and managing several customer conversations simultaneously. - Highly organized, customer-focused, and able to thrive in a fast-paced environment. - Bachelor's degree or equivalent qualification. Nice to Have - Experience supporting enterprise or government customers. - Familiarity with customer engagement, social listening, or customer experience platforms. - Experience contributing to knowledge bases or process documentation. - Exposure to QA processes or customer support performance metrics. Benefits - Join one of the region's leading AI-native technology companies. - Work alongside talented teams building products used by leading enterprises and government organizations. - Help shape a growing Customer Support function with opportunities to influence processes and best practices. - Remote-first working environment. - Continuous learning and career development opportunities. - Collaborative, inclusive, and high-performance culture where your impact is visible. Hiring Process - Talent Acquisition Screening - Hiring Manager Interview - Practical Assessment (if applicable) - Final Interview - Offer

• Create clarity where others see complexity • Own squad readiness • Help the team build the right things • Drive productive collaboration • Challenge unclear thinking • Reduce delivery friction • Protect quality and customer experience • Support successful launches

Role Description At Lucidya, we are building products that help some of the region's most recognizable brands understand and engage with their customers at scale. As our platform grows, so does the complexity of the problems we solve. As a Product Owner, you'll sit at the center of product delivery. You'll be responsible for turning customer problems, product strategy, and business priorities into clear, actionable work that engineering and design teams can execute with confidence. Your impact won't be measured by how many Jira tickets you create. It will be measured by how effectively you help the team build the right things, reduce delivery friction, avoid costly rework, and deliver meaningful value to customers faster. You'll work closely with Product Managers, Designers, Engineers, QA, and customer-facing teams to ensure everyone understands the problem we're solving, why it matters, and what success looks like. If you enjoy bringing structure to ambiguity, asking great questions, and helping teams move faster without sacrificing quality, you'll thrive here. What You'll Do - Create clarity where others see complexity by transforming customer feedback, business requests, product strategy, and technical requirements into clear user stories, acceptance criteria, workflows, and requirements. - Own squad readiness by ensuring backlog items are ready before they enter development. - Help the team build the right things by partnering closely with Product Managers to break large initiatives into smaller, valuable releases. - Drive productive collaboration by acting as the bridge between product, design, engineering, QA, and customer-facing teams. - Challenge unclear thinking by asking hard questions when requirements are vague or priorities don't make sense. - Reduce delivery friction by identifying risks, dependencies, and gaps before they become problems. - Protect quality and customer experience by considering edge cases, permissions, error handling, workflows, and usability before features reach customers. - Support successful launches by ensuring internal teams understand what is being released, how it works, and what customers should expect. Who You Are - You bring structure without creating bureaucracy. - You care about outcomes, not ticket completion. - You ask great questions and challenge assumptions. - You communicate clearly across different teams. - You thrive in cross-functional environments. - You have strong product delivery experience (at least 3 years). - You're comfortable with technical concepts. - You're comfortable with ambiguity. You'll likely stand out if you have experience with: - B2B SaaS products - Customer Experience (CX) platforms - Social listening or customer engagement tools - CRM, CDP, analytics, or workflow products - AI-powered products and automation - Arabic-first or MENA-focused products - Product analytics and adoption metrics What Success Looks Like - Backlog items enter development with significantly fewer unanswered questions. - Sprint planning becomes more predictable because work is properly prepared and understood. - Engineers spend less time seeking clarification and more time building. - Rework decreases because requirements, edge cases, and acceptance criteria are defined upfront. - Stakeholders trust delivery updates because expectations, trade-offs, and risks are communicated clearly. - Product releases are smoother because internal teams are prepared and aligned. - Customers receive better products because the team consistently understands the problem before building the solution. What The Hiring Process Will Look Like - Intro call with TA - Interview with HM - Case Study - Presentation Interview - Culture fit / Offer

• Scoping & Handover from Solution Consultant • Detailed Planning & Backlog Management • Coordination & Day-to-Day Execution • Risk, Change & Stakeholder Management • UAT, Go-Live & Post-Go-Live Stabilization

Role Description The Project / Delivery Manager owns one critical question: “How do we execute what we promised?” You take the Solution Consultant’s vision and turn it into a clear execution plan, structured backlog, and predictable delivery rhythm - from initial scoping through go-live and stabilization. You are the operational backbone of AI agent pilots and enterprise deployments, ensuring alignment across clients, engineering, data, and AI teams while keeping delivery on track. Key Responsibilities - Scoping & Handover from Solution Consultant - Step in once a pilot or project is conceptually approved. - Formal Handover: - Receive full delivery context, including: - Discovery findings - Workflow maps and agent logic - Success criteria and KPIs - Pilot narrative and client expectations - Clarify: - Scope, constraints, dependencies, and assumptions - Technical and operational boundaries - Scope Confirmation: - Translate high-level workflows into clear delivery components: - AI Agent versions (v0, v1, v2…) - Integrations, channels, and data sources - Dashboards, reporting, and monitoring - Training, enablement, and documentation - Align internally and with the client on: - What is in scope vs out of scope for each phase - Detailed Planning & Backlog Management - Own building the delivery plan and timeline: - Milestones, sprints, and go-live checkpoints - Cross-team dependencies (AI, backend, integrations, data, CX ops) - Create and maintain the delivery backlog: - Break down deliverables into tasks and subtasks - Assign clear owners (AI Agent Engineers, Backend, Frontend, Data, Solutions) - Keep tools accurate and trusted: - Trello / Jira / Notion as the single source of truth - Task status, blockers, due dates, and changes - Coordination & Day-to-Day Execution - Be the operational heartbeat of each pilot or project. - Responsibilities include: - Running regular execution cadences: - Standups and check-ins - Progress reviews and decision syncs - Ensuring tight collaboration between: - Solution Consultants (business & workflows) - Engineering and AI teams (implementation) - Client stakeholders (CX, IT, Operations, Compliance) - Driving execution discipline: - Clear meeting notes - Action items with owners and deadlines - Relentless follow-up until closure - Risk, Change & Stakeholder Management - Maintain a risk & issues log covering: - Technical risks (data access, integrations, latency, environments) - Business risks (scope creep, stakeholder shifts, external dependencies) - Manage change transparently: - Assess impact on scope, timelines, and delivery - Align with stakeholders before execution - Provide clear, consistent communication: - Status updates - Escalations when needed - Expectation management throughout the lifecycle - UAT, Go-Live & Post-Go-Live Stabilization - Plan and coordinate: - UAT cycles and acceptance criteria - Go-live readiness and rollout plans - Ensure smooth transition: - Monitor early performance and issues - Coordinate fixes and optimizations - Own final handover: - Documentation - Support transition - Clear ownership post-delivery Qualifications - 5-8 years in: - SaaS implementation - Technical project management - Digital or platform delivery - 3+ years delivering enterprise projects with multiple stakeholders (business & IT) - Proven experience with: - Integrations, APIs, and data-driven workflows - Background in CX, contact centers, CRM, or customer-facing platforms is a strong plus - Experience working closely with product and engineering teams in Agile/Scrum environments Requirements - Must-Have Skills - Project & Delivery Excellence - Strong command of: - Scoping, timelines, milestones - RAID (Risks, Assumptions, Issues, Dependencies) - Confident running: - Standups, execution reviews, steering meetings - Technical Literacy (Non-Coding) - Comfortable with: - API-based integrations and webhooks - Data flows between systems - Able to: - Read basic API documentation and JSON payloads - Translate technical constraints into delivery decisions - Solid conceptual understanding of: - SaaS platforms - LLMs and AI agent workflows - Stakeholder Management & Communication - Can confidently manage: - CX leadership - IT and engineering teams - Internal product and AI stakeholders - Produces: - Clear documentation - Actionable recaps - Concise, honest status updates - Execution Mindset - Turns ideas into: - Tasks, owners, and deadlines - Keeps delivery tools always current and reliable - Strong sense of ownership and follow-through - AI Project Awareness - Comfortable with: - Iterative AI delivery (experiments, versions, evaluation cycles) - Data privacy, guardrails, and quality metrics - Understands that AI delivery is adaptive, not linear Benefits - Work at the intersection of AI, CX, and enterprise delivery - Shape how AI agents are deployed in real-world, high-impact environments - Partner with strong product, AI, and engineering teams - Own delivery end-to-end - not just coordination - Help define delivery standards for a brand-new AI business line Company Description Lucidya is building the next generation of AI-powered customer experience solutions for enterprises across the MENA region. Our new AI Agents business line focuses on deploying intelligent, enterprise-grade AI agents that automate, assist, and augment customer-facing and operational workflows - securely, reliably, and at scale.

• Design, develop, and deploy AI-driven solutions that solve real-world business challenges. • Work across the full AI lifecycle—from data preparation and model development to deployment, monitoring, and optimization. • Collaborate closely with product managers, software engineers, and domain experts. • Own the end-to-end AI lifecycle, including data exploration, model development, evaluation, deployment, monitoring, and continuous improvement. • Perform model evaluation, error analysis, and performance optimization to ensure reliability and accuracy. • Develop and enhance AI applications powered by Large Language Models (LLMs). • Build Retrieval-Augmented Generation (RAG) systems, semantic search solutions, and AI assistants. • Work with embeddings, vector databases, and modern AI orchestration frameworks. • Evaluate and improve model outputs for quality, relevance, latency, and user experience. • Deploy and maintain AI services in cloud and containerized environments. • Build scalable APIs and inference pipelines for real-time and batch processing workloads. • Monitor AI systems in production and troubleshoot performance or reliability issues. • Collaborate with engineering teams to integrate AI capabilities into customer-facing products. • Partner with Product, Engineering, Data, and Customer Success teams to translate business requirements into AI solutions. • Contribute to technical discussions, design reviews, and AI best practices. • Stay up to date with emerging AI technologies and recommend practical innovations that create business value.

Role Description As an AI Engineer, you will design, develop, and deploy AI-driven solutions that solve real-world business challenges. You will work across the full AI lifecycle—from data preparation and model development to deployment, monitoring, and optimization—while collaborating closely with product managers, software engineers, and domain experts. This role is ideal for engineers with hands-on experience in machine learning and Generative AI who are passionate about building production-ready AI systems and delivering measurable business impact. AI Development & Deployment - Design, develop, and optimize machine learning and deep learning models for production environments. - Build AI-powered features and services that address customer and business needs. - Own the end-to-end AI lifecycle, including data exploration, model development, evaluation, deployment, monitoring, and continuous improvement. - Perform model evaluation, error analysis, and performance optimization to ensure reliability and accuracy. Generative AI & LLM Applications - Develop and enhance AI applications powered by Large Language Models (LLMs). - Build Retrieval-Augmented Generation (RAG) systems, semantic search solutions, and AI assistants. - Work with embeddings, vector databases, and modern AI orchestration frameworks. - Evaluate and improve model outputs for quality, relevance, latency, and user experience. Production Engineering - Deploy and maintain AI services in cloud and containerized environments. - Build scalable APIs and inference pipelines for real-time and batch processing workloads. - Monitor AI systems in production and troubleshoot performance or reliability issues. - Collaborate with engineering teams to integrate AI capabilities into customer-facing products. Collaboration & Innovation - Partner with Product, Engineering, Data, and Customer Success teams to translate business requirements into AI solutions. - Contribute to technical discussions, design reviews, and AI best practices. - Stay up to date with emerging AI technologies and recommend practical innovations that create business value. Qualifications - 2–4 years of professional experience in Artificial Intelligence, Machine Learning, Data Science, or related engineering roles. - Proven experience developing and deploying AI or machine learning solutions into production environments. Requirements - Strong proficiency in Python. - Experience with machine learning and deep learning frameworks such as PyTorch or TensorFlow. - Solid understanding of machine learning fundamentals, model evaluation techniques, and performance optimization. - Experience building AI applications using Large Language Models (LLMs). - Familiarity with Retrieval-Augmented Generation (RAG), embeddings, and vector search concepts. - Experience building APIs using FastAPI, Flask, or similar frameworks. - Understanding of software engineering best practices, version control, and testing methodologies. - Experience deploying AI models into production environments. - Familiarity with Docker and cloud platforms such as AWS, Azure, or GCP. - Understanding of monitoring, observability, and AI system reliability. - Strong analytical and problem-solving abilities. - Excellent communication and collaboration skills. - Ability to work effectively in a fast-paced, cross-functional environment. Preferred Qualifications - Experience with LangChain, LangGraph, LlamaIndex, or similar AI orchestration frameworks. - Experience working with vector databases such as Pinecone, Qdrant, ChromaDB, Weaviate, or FAISS. - Exposure to agent-based AI systems and workflow automation. - Experience with MLOps practices, CI/CD pipelines, and model monitoring. - Experience with computer vision, multimodal AI, recommendation systems, or NLP applications. - Familiarity with self-hosted open-source models and modern inference frameworks. What Success Looks Like - Deliver production-grade AI solutions that create measurable business impact. - Contribute to Lucidya's next generation of AI-powered products and capabilities. - Improve model performance, reliability, and scalability across AI services. - Collaborate effectively with engineering and product teams to bring AI innovations to market. - Continuously expand Lucidya's AI capabilities through practical experimentation and execution.