Job Description

Lucidya is seeking a motivated and customer-focused Technical Customer Support Executive to join our team. In this role, you will be the first point of contact for our customers, providing technical assistance and support related to our AI-powered customer experience analytics platform. You will help troubleshoot issues, guide users through product features, and work closely with our engineering teams to ensure customer satisfaction and successful resolution of technical problems.

The ideal candidate is passionate about technology, has strong problem-solving skills, and enjoys delivering outstanding customer service in a fast-paced environment.

Key Responsibilities

• 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.

Requirements

• 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

Why Join Lucidya?

• 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
• A fast-growing company building industry-leading technology