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.

• Manage the day-to-day operation, availability, and performance of the organization's IT infrastructure and operational services. • Lead and develop the IT Operations team, fostering a culture of accountability, customer service, collaboration, and continuous improvement. • Administer and maintain enterprise infrastructure, including networking, servers, storage, cloud services, endpoint management, identity platforms, and collaboration technologies. • Oversee the administration, lifecycle management, and operational support of core SaaS platforms and IT systems, ensuring they remain secure, reliable, and aligned with business needs. • Plan and execute infrastructure upgrades, technology refreshes, and operational improvement initiatives to maintain a modern and resilient IT environment. • Manage enterprise backup, disaster recovery, and business continuity capabilities to minimize operational risk and downtime. • Partner with the Information Security team to implement security best practices, vulnerability remediation, endpoint protection, and compliance requirements. • Oversee IT operations, ensuring incidents, service requests, and changes are managed effectively while meeting established service levels. • Develop and maintain infrastructure documentation, operational procedures, system inventories, and technical standards. • Build and maintain strong relationships with technology vendors, managed service providers, and implementation partners, coordinating on-site engagements and ensuring successful delivery of infrastructure and technology initiatives. • Serve as the primary IT owner for infrastructure-related vendor implementations, coordinating resources, validating deliverables, and ensuring smooth transition into ongoing operations. • Collaborate closely with Enterprise Applications, Business Relationship Management, Cybersecurity, and business stakeholders to support enterprise technology projects and organizational priorities. • Manage infrastructure-related budgets, technology licensing, maintenance agreements, and hardware lifecycle planning. • Monitor infrastructure health, operational metrics, and system performance, identifying opportunities to improve reliability, efficiency, and user experience. • Evaluate emerging technologies and recommend practical solutions that improve operational effectiveness, scalability, and service delivery. • Other duties as assigned.

Role Description ¿Buscas un trabajo que puedas compaginar con tus estudios o con otra actividad entre semana? Tienes conocimientos de informática y te interesa adquirir experiencia en un entorno tecnológico estable? En Experis España buscamos un/a Técnico/a de Soporte IT para incorporarse a un proyecto estable de soporte tecnológico. Se trata de una posición ideal para personas que buscan compatibilizar su vida laboral con otras actividades, trabajando exclusivamente fines de semana y festivos. - Formarás parte de un equipo de soporte encargado de garantizar la continuidad del servicio durante fines de semana y festivos. - Atención y resolución de incidencias de primer nivel. - Registro, seguimiento y escalado de incidencias cuando sea necesario. - Monitorización de servicios y sistemas. - Gestión de tickets mediante herramientas de soporte. - Comunicación con diferentes equipos técnicos para asegurar la continuidad del servicio. - Documentación de incidencias y actuaciones realizadas. - Colaboración en un entorno dinámico, orientado a la calidad del servicio. - Un puesto ideal para desarrollar experiencia profesional en el área de soporte IT. Qualifications - Formación en Informática (FP, Grado o estudios en curso) o experiencia equivalente. - Conocimientos básicos de soporte informático y resolución de incidencias. - Manejo de entornos Windows y herramientas ofimáticas. - Capacidad de aprendizaje, organización y orientación al cliente. Requirements - Estén estudiando y busquen un trabajo compatible. - Tengan otro empleo entre semana y quieran complementar ingresos. - Busquen adquirir experiencia en el sector IT. Benefits - Modalidad: Remoto. - Posibilidad de acudir puntualmente a oficinas en el área de Barcelona cuando el servicio lo requiera. - Jornada: Exclusivamente fines de semana y festivos, en turnos rotativos de mañana o tarde. - Contrato estable con Experis España. - Salario: 7.500 brutos anuales. Company Description Si buscas una posición estable, compatible con tus estudios o con otra actividad laboral, y quieres desarrollar tu carrera en el sector IT, ¡queremos conocerte! Envíanos tu candidatura y forma parte del equipo de Experis España.