Support Engineer • Senior

Who you are

You are a technically fearless individual with a strong background in application support, thriving on deep backend investigations. With experience in handling complex, high-severity customer issues, you are the ultimate Subject Matter Expert (SME) for LivePerson’s cutting-edge platform. You are passionate about mentoring others and are comfortable getting your hands dirty in the code and logs, driven to continuously improve system stability. You understand the importance of being the critical bridge between Global Support and Product Development teams, ensuring that customer needs are met effectively.

You have a proven track record of solving problems that others cannot, and you enjoy building internal expertise and defining next-generation troubleshooting tools and methods. Your ability to communicate technical concepts clearly and effectively makes you a valuable asset to your team and the organization as a whole. You are committed to delivering exceptional customer service and ensuring that the products you support are reliable and effective.

Desirable

Experience with Conversational AI or digital transformation technologies would be a plus, as well as familiarity with analytics and safety tools that enhance product reliability. You are eager to learn and adapt to new technologies, and you are always looking for ways to improve your skills and knowledge in the field.

What you'll do

In this role, you will take ownership of customer and technical issues, serving as the senior technical focal point for complex, high-severity customer issues. You will dive into investigations, analyze logs, and troubleshoot problems to ensure that our customers receive the best possible support. Your core mission is to solve problems that no one else can, and you will work closely with the Product Development teams to relay customer feedback and drive improvements in the platform.

You will also be responsible for building internal expertise by documenting solutions and creating troubleshooting tools that can be used by other team members. Your contributions will directly impact the reliability of our products and the success of our customers. You will mentor junior team members, sharing your knowledge and helping them grow in their roles. Your work will ensure that LivePerson continues to be a leader in the Conversational AI space, providing innovative solutions to our clients.

What we offer

LivePerson offers a dynamic work environment where you can make a significant impact on our products and our customers' success. We value collaboration and encourage you to apply even if your experience doesn't match every requirement. You will have the opportunity to work with cutting-edge technologies and be part of a team that is dedicated to innovation and excellence in the field of Conversational AI. We provide a supportive culture that fosters growth and development, ensuring that you have the resources you need to succeed in your role.