Support Escalations Specialist

At Lusha, we’re building for builders. We build fast and AI-first - so we look for builders.

By a builder, we mean someone who turns “maybe” into “done”.

We’re looking for a Technical Support Escalation Specialist to join our team in Boston and operate at the intersection of Customer Experience, Product, and Engineering. This role is about more than resolving tickets - it’s about building scalable solutions, improving processes, and creating exceptional support experiences for our customers.

You’ll own complex technical escalations, work directly with Enterprise customers, and collaborate closely with R&D to solve high-impact issues. This role combines deep technical troubleshooting, customer-facing communication, and operational thinking in a fast-moving, AI-first environment.

This might be for you if:

• You enjoy diving deep into technical issues and finding root causes
• You know how to navigate sensitive customer situations with confidence and empathy
• You like troubleshooting APIs, integrations, and automation workflows hands-on
• You care deeply about customer experience and delivering white-glove support
• You move quickly from identifying problems to driving solutions
• You enjoy teaching, mentoring, and helping teams improve
• You actively use AI tools to improve troubleshooting, workflows, and execution
• You thrive in fast-paced, high-impact environments

Requirements:

• 1–2 years of experience in Technical Support, Tier 2 Support, or Technical Customer Support within a SaaS company
• Strong troubleshooting skills across APIs, HTTP requests, integrations, and automation workflows
• Experience working with no-code / low-code automation tools (Zapier, Make, n8n or similar)
• Hands-on experience using AI tools to automate workflows, accelerate troubleshooting, and improve support operations
• Strong communication skills with the ability to work effectively with both customers and technical teams
• Ability to prioritize and manage multiple high-priority issues under pressure
• Highly organized, detail-oriented, and adaptable in fast-changing environments
• Strong builder mindset with a proactive, problem-solving approach

Nice to Have:

• Experience with Jira
• Experience with Intercom
• Experience supporting Enterprise customers in live troubleshooting environments
• Experience coaching or mentoring global support teams