Support Escalations Specialist

Lusha•Boston, MA

1d•Onsite

About The Position

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.

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