Full time
Responsibilities:
- 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.
Requirements
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
Apply on link: https://www.comeet.com/jobs/lusha/73.00B/support-escalations-specialist/30.66D