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

• Provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. • Troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience. • Serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. • Maintains availability to receive escalated inbound calls, support tickets, and web chats. • Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly. • Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly. • Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools. • Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps. • Proactively creates and updates knowledge base articles and documentation. • Achieves predetermined service and performance goals. • Follows designated workflows and escalation procedures while maximizing support efficiency. • Participates in Trapp internal meetings and required Trainings. • Maintains a professional image and demonstrates and adheres to all Trapp Policies and Procedures.

• Own end-to-end IT operations for a remote-first organization • Administer and maintain core business systems • Manage identity and access across all systems • Monitor and maintain cybersecurity posture • Establish IT policies and standard operating procedures • Manage vendor relationships and software licensing • Support onboarding for new hires • Contribute to infrastructure projects

• Define enterprise IT strategies that align with business objectives and support long-term growth • Lead stakeholder discussions, workshops, and decision-making forums • Guide teams on best practices across enterprise architecture and emerging technologies • Direct digital transformation programs to strengthen competitiveness • Recommend solutions balancing innovation with practical delivery • Communicate complex technical and business concepts in clear, actionable terms • Mentor technical and business teams to build capability and resilience