Support Escalations Specialist

Description:

At Lusha, we're building for Builders, we build fast & AI-first --- so we look for Builders!

We’re looking for a Technical Support Escalation Specialist to join our team and work at the intersection of Customer Experience, Product, and Engineering, technology, and business. This role is about impact, not just ownership, not just execution, but building solutions that actually get used.

This might be for you if:

• You speak fluent API, know how to de-escalate sensitive situations with a smile, and love diving deep into logs to find the root cause of a bug- this is the role for you.
• You care about providing a "white-glove" service experience, jumping on Zoom calls to troubleshoot in real-time and ensuring our largest customers get the solutions they need.

What You’ll Actually Do

• Own the escalation path: Serve as the primary point of contact for Tier 1 support, taking over complex technical cases that require deep investigation.
• Provide White-Glove Support: Conduct troubleshooting sessions via Zoom with Enterprise clients to resolve high-priority issues, integration setups, and technical blockers.
• Technical Troubleshooting: Deep dive into API logs, HTTP requests, and automation workflows (Integrations/Zapier) to identify root causes of errors.
• Training & Mentorship: A natural teacher who can align teams on new product updates, new playbooks and complex troubleshooting. Willingness to travel to our India office to conduct on-site training and ensure global team alignment is required.
• Ability to move quickly from problem to execution: You can identify a trend in support tickets and work with R&D to fix it before it becomes a massive issue.
• Strong collaboration and communication skills: You can speak "Developer" and "Customer" fluently, bridging the gap between R&D and the front line.

What we look for:

• Availability to work Monday- Friday. 
• Experience & Background: 1-2 years of experience in a Technical Support or Tier 2 role within a SaaS company
• A strong builder mindset, with experience turning ideas into working solutions
• English Proficiency: Exceptional communication and presentation skills in English (verbal and written) are a must. You will be leading live sessions and communicating
• Customer Obsession: A proactive "can-do" approach. You are obsessed with solving problems for the customer and won't stop until the issue is resolved.
• Experience using GenAI to analyze data and compose customer communications
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations
• A quick learner and adaptable
• Adaptability: A quick learner who is highly organized, pays attention to detail, and is willing to work in a fast-paced environment.

Optional – Nice to have:

• Experience with Jira