Sr Technical Support Engineer L3 SME

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the worlds leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

Overview

We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in cloud technologies and troubleshooting skills

You will report to the Regional Support Manager.

If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

You Will

• Be the senior technical focal point of customer issues raised by the 2nd level.
• Own and work on assigned cases and responsible to resolve issues raised within SLAs.
• Interact with LivePerson’s customers, while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
• Act as the Subject Matter Expert for LivePerson products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods.
• Analyze recurring issues and put processes and requirements for tools to better support our customers.
• Mentor and educate 2nd tier personnel in order to reduce the number of technical escalations.
• This position might require traveling, overtime, and on-call duty 24/7.
  
  

• 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, including managing a technical bridge in critical and pressing situations.
• Resilience to work in a stressful environment and comply with a tight timeline and - Strong service orientation and interpersonal skills.
• Experience working with cross-functional teams and to motivate others for cooperation and action.
• Ability to act as on-call for high severity issues.
• Comfortable in an ambiguous, ever-changing environment
• Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies
• Self-manage skills and ability to come up with new initiatives.
• Basic understanding of object-oriented languages and server-side scripting.
• Experience with relevant technologies that could include the following:
• SaaS\Cloud Infrastructure.
• Network and Web protocols.
• Web and App Servers.
• Big data, analytics and event processing technologies.
• - Security and authorization principles.
• 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 - an advantage.
  
  

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Equal opportunity employer
  
  

• 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 outlets.