Support Escalations Specialist

Job description

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 so...