Escalations Specialist
Listed on 2026-06-18
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IT/Tech
Technical Support, IT Support, HelpDesk/Support
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
- 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
- Experience with Jira
- Experience with Intercom
- Experience supporting Enterprise customers in live troubleshooting environments
- Experience coaching or mentoring global support teams
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