Senior Technical Support Engineer
Description For Senior Technical Support Engineer
LivePerson (NASDAQ: LPSN) is seeking a Senior Technical Support Engineer to join their Support team. As a global leader in AI for business, LivePerson powers billions of conversational interactions monthly for hundreds of leading brands like HSBC, Chipotle, and Virgin Media.
The ideal candidate will be the senior technical focal point for customer issues, owning and resolving cases within SLAs. You'll interact with customers, act as a liaison between various departments, and be a subject matter expert for LivePerson products. Key responsibilities include analyzing recurring issues, mentoring 2nd tier personnel, and potentially handling on-call duties.
Requirements include 5+ years of related experience, proficiency in SQL, knowledge of web technologies and protocols, and experience in troubleshooting complex technical issues. The role demands excellent communication skills, resilience in a fast-paced environment, and the ability to work with cross-functional teams.
LivePerson offers a flexible work environment with offices and WeWork locations worldwide. They pride themselves on being recognized by Fast Company, Newsweek, and BuiltIn as a top innovative, beloved, and remote-friendly workplace. Benefits include health coverage, vacation time, and development opportunities.
Join LivePerson to be part of a company that values inclusivity, fosters innovation, and is committed to providing top-notch support in the evolving cloud industry. This role offers the chance to work with cutting-edge AI technology and contribute to a billion conversational interactions every month, making a significant impact in the field of business AI.
Responsibilities For Senior Technical Support Engineer
- Be the senior technical focal point of customer issues raised by the 2nd level
- Own and work on assigned cases and resolve issues raised within SLAs
- Interact with LivePerson's customers, being the support liaison between the customer, Product Management, R&D, and various Business units
- Act as the Subject Matter Expert for LivePerson products
- Analyze recurring issues and put processes and requirements for tools to better support customers
- Mentor and educate 2nd tier personnel to reduce the number of technical escalations
- Potentially travel, work overtime, and be on-call duty 24/7
Requirements For Senior Technical Support Engineer
- 5+ years of related experience
- Experience with analyzing, troubleshooting and providing solutions for deep and complex technical issues
- Knowledge in web technologies and protocols
- Proficiency with Structured Query Language (SQL)
- Ability to troubleshoot different backend systems that support the LivePerson platform end to end
- Excellent oral and written communication skills (fluent in English)
- Experience with communicating with enterprise customers via calls and emails
- Resilience to work in a stressful environment and comply with a tight timeline
- Strong service orientation and interpersonal skills
- Experience working with cross-functional teams
- Ability to act as on-call for high severity issues
- Self-learner with the ability to acquire new knowledge and learn new technologies
- Basic understanding of object-oriented languages and server-side scripting
- Experience with SaaS/Cloud Infrastructure, Network and Web protocols, Web and App Servers, Big data, analytics and event processing technologies, Security and authorization principles
- Experience with scoping and trends analysis via DB, monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, etc.)
- Bachelor's degree in Information Science / Information Technology / Computer Science / Engineering / Mathematics (advantage)
Benefits For Senior Technical Support Engineer
- Health: medical, dental, and vision
- Time away: vacation and holidays
- Development: Learning and Fast track growth opportunities
- Equal opportunity employer
- Flexible work-life balance
- Offices and WeWork locations worldwide
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