Senior Support Engineer

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The worlds leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Overview

As a Senior Application Support Engineer you wont just support our productsyoull be the ultimate Subject Matter Expert (SME) for LivePersons cutting-edge platform. This role is for a technically fearless individual who thrives on deep backend investigations. Youll dive into complex high-stakes customer issues serving as the critical bridge between our Global Support organization and Product Development teams.

Your core mission is to solve problems no one else can then scale that knowledge by building internal expertise and defining next-generation troubleshooting tools and methods. If youre passionate about mentoring others comfortable getting your hands dirty in the code and logs and driven to continuously improve system stability we want you. This is a chance to have a direct measurable impact on our products reliability and our customers success.

You Will: (Key Responsibilities & Impact)

• Customer & Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex high-severity customer issues.
• Case Management: Own the end-to-end lifecycle of assigned cases driving issue resolution within defined SLAs.
• Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer Product Management R&D and various Business Units to drive issue resolution.
• Process & Knowledge Scaling: Serve as the product SME collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
• Mentorship & Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
• Availability: Participate in an on-call duty rotation for high-severity issues.

You Have: (Required Skills & Qualifications)

Professional Experience & Education

• 3 years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.
• Bachelors degree in a technical field such as Information Technology Computer Science Engineering or Mathematics.
• Experience with communicating with enterprise customers via calls and emails including managing a technical bridge in critical and pressing situations.

Technical Expertise

• Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse backend systems.
• Experience reading code (e.g. JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.
• Experience with relevant technologies including:
• SaaS/Cloud Infrastructure
• Network and Web protocols Security and authorization principles
• Database scoping and trends analysis
• Monitoring tools (e.g. Grafana Graphite etc.) and logging systems (e.g. Kibana Splunk etc.)

Attributes & Mindset

• A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
• Resilience to work in a stressful environment and comply with tight timelines.
• Strong service orientation and excellent interpersonal skills.
• Comfortable thriving in an ambiguous ever-changing environment.
• Experience working with cross-functional teams and motivating stakeholders for cooperation and action.

Why Youll Love Working Here

As leaders in enterprise customer conversations we celebrate diversity empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced growth is constant and everyone is empowered to create their own success. Were very proud to have earned recognition from Fast Company Newsweek and BuiltIn for being a top innovative beloved and remote-friendly workplace.

Belonging at LivePerson

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Important Candidate Notice

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @ email address.

LivePerson does not ask for personal or financial information as part of our interview process including but not limited to your social security number online account passwords credit card numbers passport information and other related banking information. If you have any questions and or concerns please feel free to contact