Own complex technical escalations for Enterprise customers, troubleshoot APIs, integrations, and automation workflows, collaborate with R&D to resolve high-impact issues, build scalable support solutions, and use AI tools to improve troubleshooting and operations while mentoring and improving processes.
Description
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
Lusha Boston, Massachusetts, USA Office
Boston, MA, United States
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