Support Engineer • Senior

Who you are

You are an experienced technical expert with 5-7 years of experience in troubleshooting complex technical issues, particularly in the realm of Conversational AI. Your background includes a strong proficiency in SQL and coding languages such as Java, JavaScript, and HTML, which you leverage to resolve customer issues effectively. You thrive in a fast-paced, data-driven environment and see challenges as opportunities for growth. Your resilience and problem-solving skills make you the go-to person for technical inquiries, and you enjoy mentoring others in your field.

You have a deep understanding of SaaS and Cloud infrastructure, which allows you to troubleshoot platforms end-to-end. Your experience has equipped you with the ability to act as a critical liaison between customers, R&D, and Product teams, ensuring that complex issues are resolved within strict SLAs. You are passionate about driving systemic process improvements and enjoy collaborating with global team members to enhance overall service delivery.

Desirable

Experience in a Tier 3 support role or similar position is a plus, as is familiarity with conversational AI technologies. You are comfortable working US hours and have a proven track record of managing customer expectations while delivering high-quality technical support.

What you'll do

In this role, you will be the senior technical focal point for customer issues, owning and resolving complex technical challenges related to LivePerson's Conversational Cloud platform. You will work during US hours from 5 PM to 3 AM IST, ensuring that customer inquiries are addressed promptly and effectively. Your responsibilities will include troubleshooting technical issues, mentoring junior team members, and collaborating with R&D and Product teams to drive improvements in service delivery.

You will also be responsible for documenting technical solutions and sharing knowledge with your team to foster a culture of continuous learning. Your role will involve analyzing customer feedback and technical data to identify trends and areas for improvement, ultimately enhancing the customer experience. You will play a key role in ensuring that our platform remains reliable and effective for our users, contributing to the overall success of LivePerson's mission to transform customer interactions through AI.

What we offer

LivePerson offers a dynamic work environment where innovation is encouraged, and your contributions will have a direct impact on our customers' success. We provide competitive compensation and opportunities for professional growth within the company. Join us in shaping the future of conversational AI and be part of a team that values collaboration, creativity, and excellence.