Support Escalation Specialist (Tier 2)
Core
Owns high-stakes, technically complex customer escalations that Tier 1 cannot resolve, acting as the last line of defense before issues escalate further.
Role type
Senior IC Support Escalation Specialist (Tier 2)
Builds
Scalable support solutions, playbooks, and automation workflows to fix root causes at the product level.
Domain
SaaS / Customer Support / Technical Troubleshooting
Required skills
API log analysis, integration troubleshooting, automation workflow design, customer de-escalation, technical documentation, process improvement, stakeholder management, AI tool utilization, remote team coaching (via careerplan.io/jobs/73-00B-46-076-support-escalation-specialist-tier-2-at-lusha)
Preferred skills
Jira, Intercom, live Zoom session facilitation, mentoring
Technologies
APIs, HTTP requests, Zapier, Make, n8n, Claude, Intercom, Jira, Zoom
Responsibilities
Investigate complex technical cases involving APIs and integrations; conduct live troubleshooting sessions with customers; coach remote support teams on investigation techniques; identify recurring issues and drive fixes with R&D; build automation and documentation to improve team workflows.
Seniority
Senior, hands-on IC
