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

• 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

What We Do

At Lusha we're building a future where every B2B sales professional is equipped with the data they need to succeed. Founded in 2016 by Assaf Eisenstein and Yoni Tserruya our mission is to organize the world's business data while empowering our customers to uncover relevant revenue and growth opportunities. We're proudly GDPR compliant and maintain a globally compliant database. With a staggering reach of 1 million users and a database boasting over 200 million entries including 45 million direct contacts in North America 50 million enterprise and SMB business profiles and 21 million GDPR-compliant European contacts Lusha stands as an indispensable resource in the B2B landscape. Our community has surged to over 670000 sales professionals and 223000 sales organizations proudly showcasing partners such as Zendesk Google and Yotpo. With significant investments totaling $240 million we've transitioned from our bootstrap origins to unicorn status with a value estimation of $1.5 billion. Starting as a profitable bootstrap company and surviving solely on profits for 4.5 years our journey is a testament to our commitment to innovation and the iconic brand we've become continuously setting new standards in the industry. In total Lusha has 300 employees globally in two sites—Tel Aviv and Boston. Our teams are the driving force behind everything we do dedicated not only to meeting but exceeding our customers' needs. We understand the importance of connection fostering a collaborative environment where every employee contributes to our success. Your voice matters your ideas count and together we'll thrive. Join us on this journey to revolutionize B2B sales. Let's grow better together.

Why Work With Us

Welcome to Lusha where culture isn't a label—it's our DNA. Dream-driven creators user-centric innovators and relentless learners we thrive on simplicity collaboration and trust. Join us in shaping a company we're proud of—one where every voice matters and dreams fuel our journey.

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