Support Escalation Specialist (Tier 2)

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 Support Escalation Specialist to join our team 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 the escalations that don't have a clean answer, technically complex, high stakes, or already past the customer's patience. You'll work across the full customer base, from self-service to Enterprise, partnering with R&D to drive issues to resolution and flagging what needs fixing at the product level.

This is the last line before an issue becomes a bigger problem. You'll hold the thread on every case you take, keep the customer informed even when there's no update. Strong technical instincts and clear communication under pressure both matter.

Hands-on experience using AI tools to improve troubleshooting, workflows, and execution is a must for this role.

This role is based in Tel Aviv. We work in a hybrid model, with 3 days a week in the office. This is a Monday to Friday role.

This might be for you if:

- You love rolling up your sleeves to get to the bottom of tricky technical problems
- You know how to navigate sensitive customer situations with confidence and empathy
- You like troubleshooting APIs, integrations, and automation workflows hands-on
- You bring a customer first mindset, always going above and beyond to ensure a premium support experience
- You move quickly from identifying problems to driving solutions
- You enjoy teaching, mentoring, and helping others improve
- You actively use AI tools to improve troubleshooting, workflows, and execution
- You thrive in fast-paced, high impact environments

Responsibilities

- Own the escalation path. You're the destination for everything Tier 1 can't close, complex technical cases needing real investigation. You hold the thread until it's resolved.
- Investigate deeply. API logs, HTTP requests, integration and automation workflows (Zapier and similar), you are not afraid of logs, API requests, and 3rd party tools.
- Go white glove when it counts. Live Zoom sessions with customers for high priority issues, integration setups, and technical blockers.
- Coach the remote based support team. Review complex cases and teach the "why," not just the fix, building a culture of thorough investigation and calm, empathetic customer communication, largely from a distance (in IL time). Includes periodic travel for on site training and alignment.
- Close the loop with R&D. Spot the trend in the ticket queue and get it fixed at the source before it becomes everyone's problem.
- Improve how the team works. Notice the same friction hitting the team for the third time and build the fix, playbooks, documentation, process, automation.

REQUIREMENTS

- 3+ years in Technical Support, Tier 2, or an escalations role at a SaaS company, including experience being the person others come to when a case is stuck
- Excellent English, written and spoken, at a level where you can de-escalate a difficult conversation in writing, not just explain a fix
- Someone who notices the same problem hitting the team for the third time and builds the fix, not the workaround, using AI tools (Claude, Zapier, Make, n8n, or similar) as part of how you work daily
- Keeps up with product and AI tooling changes on your own: reading release notes, testing new tools before anyone asks, and updating the team's playbooks when reality moves
- Strong boundary management: knows what to commit to, what to hold back on, and when to loop in senior stakeholders
- Comfortable in both directions, you can pull a clear reproduction out of a confused customer and a clear answer out of an engineer
- Real prioritization skill. When five things are urgent you can defend why you're working on the second one

Nice to have:

- Experience with Jira
- Experience with Intercom