Support Escalation Specialist (Tier 2)

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