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Youssef El Khorazaty

@youssefelkhorazaty

Senior Enterprise Technical Support Manager at Luciq, where I cut median resolution time from over a week to under 48 hours.

Egypt

Message

At Luciq (formerly Instabug), I grew from a founding Enterprise Support team member into Senior Enterprise Technical Support Manager, building the function from the ground up. I now lead 10 engineers supporting 30+ enterprise clients while maintaining 98%+ CSAT and SLA compliance.

As Enterprise Technical Support Manager, I served as the primary escalation point for high-urgency issues and reduced resolution time from 7+ days to under 48 hours. I also designed support processes with product, engineering, and sales, and maintained documentation used by developers.

Earlier at Luciq, I supported enterprise clients including Verizon and Gojek, troubleshooting integrations, crashes, and SDK bugs. At Dell EMC, I supported XtremIO storage arrays and built diagnostic and troubleshooting automation scripts.

Experience

Work history, roles, and key accomplishments

Current

Senior Enterprise Technical Support Manager

Current

Luciq

Apr 2024 - Present (2 years 6 months)

Lead a team of 10 engineers supporting 30+ enterprise clients, maintaining 98%+ CSAT and SLA compliance. Drive strategic initiatives across support, product, and engineering to improve the enterprise experience.

Salesforce Intercom PagerDuty Jira SLA Frameworks Looker Data Analysis Team Leadership Capacity Planning

Enterprise Technical Support Manager

Luciq

Feb 2022 - Apr 2024 (2 years 2 months)

Served as primary escalation point for high-urgency enterprise issues, reducing resolution time from 7+ days to under 48 hours. Designed cross-functional support processes and mentored 15+ engineers.

Escalation Management Process Improvement Mentorship Documentation Intercom Jira

Enterprise Technical Support Engineer

Luciq

Feb 2021 - Feb 2022 (1 year)

Founding member of the Enterprise Support team, designing initial processes, workflows, and escalation paths. Provided 24/7 white-glove support for enterprise clients including Verizon and Gojek.

SDK Integration REST APIs Technical Support Onboarding Training Materials

Senior Customer Happiness

Luciq

Jan 2019 - Jan 2021 (2 years)

Primary escalation point for frustrated users, managing team quality standards and backlog prioritization. Maintained product documentation and conducted technical interviews.

Customer Support Quality Management Documentation Interviewing Mentorship

Customer Happiness

Luciq

Jan 2018 - Jan 2019 (1 year)

Troubleshot customer integration issues, crashes, and SDK bugs, serving as liaison between customers and product team. Built comprehensive developer knowledge base from scratch.

Troubleshooting SDK Integration Documentation Customer Liaison

Analyst

Dell EMC

May 2016 - Jan 2018 (1 year 8 months)

Product specialist for XtremIO storage arrays, resolving SAN connectivity and storage issues for enterprise clients. Built diagnostic and troubleshooting automation scripts.

SAN Storage Troubleshooting Automation Scripting

Education

Degrees, certifications, and relevant coursework

American University of Sharjah

Bachelor of Science, Computer Science

2011 - 2015

Grade: 3.31 / 4.0

Activities and societies: Dean's List, Merit Scholarship, Undergraduate Research Competition Winner

Bachelor of Science in Computer Science from the American University of Sharjah, with a GPA of 3.31/4.0. Recognized on the Dean's List and awarded a Merit Scholarship.