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.
- 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
Skills Required
- 3+ years in Technical Support, Tier 2, or escalations role at a SaaS company
- Excellent English, written and spoken (able to de-escalate in writing)
- Hands-on experience using AI tools to improve troubleshooting, workflows, and execution (e.g., Claude)
- Experience troubleshooting APIs, HTTP requests, integrations and automation workflows (Zapier, Make, n8n or similar)
- Ability to run live Zoom sessions with customers and provide white‑glove support
- Coach and mentor remote support teams, building playbooks and documentation
- Strong boundary management and prioritization skills
- Ability to close the loop with R&D and identify product-level fixes
- Periodic travel for on-site training and alignment
- Experience with Jira
- Experience with Intercom
Lusha Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lusha and has not been reviewed or approved by Lusha.
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Healthcare Strength — Health coverage is described as robust, including an option for a fully covered individual plan plus dental, vision, life, and disability. Feedback suggests employer-paid individual medical options and comprehensive plan choices are available.
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Wellbeing & Lifestyle Benefits — Everyday perks such as meal stipends, snacks, commuter benefits and paid parking combine with wellness offerings like subsidized gym, fitness classes, and annual screenings. These lifestyle benefits are consistently featured for office-based teams.
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Retirement Support — A 401(k) plan is offered to support retirement savings. This is explicitly included alongside compensation packages in U.S. listings.
Lusha Insights
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 670,000 sales professionals and 223,000 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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