Technical Customer Support Executive

Lucidya is seeking a motivated and customer-focused Technical Customer Support Executive to join our team. In this role, you will provide technical assistance and support related to our AI-powered customer experience analytics platform, troubleshooting issues and guiding users through product features.

Requirements

• Respond promptly to customer inquiries via phone, email, and chat with technical expertise and professionalism.
• Troubleshoot and resolve technical issues related to Lucidya’s platform.
• Guide customers through product features, usage best practices, and configuration settings to maximize value.
• Document and escalate complex technical problems to development or engineering teams for deeper investigation.
• Maintain detailed records of customer interactions, issues, and resolutions in CRM systems.
• Collaborate with product, engineering, and QA teams to communicate customer feedback and advocate for product improvements.
• Contribute to the development and maintenance of support documentation, FAQs, and knowledge bases.
• Stay up-to-date with product updates, features, and industry trends to provide accurate and helpful guidance.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years experience in technical customer support or a related role, preferably in SaaS or technology companies.
• Strong understanding of software applications, APIs, and cloud platforms.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• Ability to troubleshoot and diagnose problems systematically.
• Familiarity with CRM systems and customer support tools like Zendesk, Freshdesk, or Jira Service Desk.
• Patience, empathy, and a customer-first attitude.
• Ability to work independently and collaboratively within a team.
• Willingness to learn and adapt in a fast-evolving technical environment.
• Fluency in English; additional languages are a plus.

Benefits

• High-impact role shaping the future of our QA organisation
• Opportunities to work on modern engineering practices and advanced tooling
• Collaborative culture focused on ownership, innovation, and continuous improvement