Technical Customer Support Specialist

About the role

Lucidya is an AI‑native CX intelligence platform that automates the entire customer lifecycle. As a Technical Customer Support Specialist you will act as the bridge between Customer Support and Engineering, handling complex technical incidents to keep the platform running smoothly for our global users.

Key responsibilities

• Own and resolve Level 2 and Level 3 technical support tickets escalated from the Customer Support team.
• Troubleshoot API errors, data‑synchronisation failures, authentication and access problems, and platform‑configuration issues.
• Analyze logs and system behaviour to pinpoint root causes and implement efficient fixes.
• Perform investigations and debugging using internal tools and limited database access.
• Reproduce product issues, document clear troubleshooting steps, and escalate genuine defects to Engineering.
• Collaborate closely with Customer Support to ensure seamless hand‑over and resolution of escalated cases.
• Communicate technical findings clearly to customers and internal stakeholders.
• Maintain detailed documentation in the ticketing system, including investigation notes, root‑cause analysis and resolutions.
• Contribute to internal runbooks, troubleshooting guides and knowledge‑base articles.
• Identify recurring technical problems and work with Product and Engineering on long‑term improvements.
• Participate in a 24/7 support rotation, including evenings and weekends.

Required profile

• Strong interest in solving technical problems and investigating system behaviour.
• Ability to work collaboratively with cross‑functional teams.
• Willingness to work shift‑based schedules covering evenings and weekends.
• Excellent written communication skills for documenting findings and interacting with customers.

Required skills