Sr Support Engineer

July 22

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LivePerson

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Conversational AI that’s anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the World.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• Act as a Subject Matter Expert (SME) in Open Platform, specializing in Java, Javascript, iOS/Android dev languages (Kotlin, Swift), SDK and APIs. • Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs. • Serve as the primary point of contact for customer issues, effectively liaising between customers, Product Management, Engineering, and other internal teams. • Act as the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues. • Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies. • Communicate via chat channel for new and existing issues, ensuring speedy resolution based on customer entitlement and service level targets. • Analyze recurring issues and contribute to the development of processes and requirements for better customer support tools and solutions. • Mentor and educate team members, empowering them to handle technical escalations effectively. • Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands. • Full time role EMEA time zone plus on-call duties to address critical customer issues in a fast-paced environment.

Requirements

• Minimum of 5 years of experience working as a Tier 3/4 Support Engineer, Developer Support, or equivalent customer-facing position - MUST • Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations - advantage • Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues - MUST • Strong knowledge of web technologies and protocols • Proficiency in troubleshooting different APIs, SDK, Mobile environments and services that support LivePerson's platform end-to-end. • Excellent oral and written communication skills in English, with the ability to effectively communicate with enterprise customers via chat, email, and phone, including managing technical bridges during critical situations. • Resilience to work in a fast-paced environment and meet tight timelines. • Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. • Willingness to be on-call for high-severity issues. • Comfortable working in an ambiguous and ever-changing environment. • Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies. • Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support.

Benefits

• Time away: Vacation, public holidays and care days. • #LI-Remote