The leading Customer Experience Management platform geared towards Arab.
Technical Customer Support Specialist
Location
Egypt
Posted
1 day ago
Salary
0
Seniority
Mid Level
Job Description
Technical Customer Support Specialist
Lucidya | لوسيديا
• 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.
Job Requirements
- 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.
- Nice to Have
- 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.
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