Technical Support Manager

August 27

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LivePerson

WebsiteLinkedInAll Job Openings

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

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• LivePerson is the global leader in enterprise conversations. • Hundreds of the world’s leading brands use our award-winning Conversational Cloud platform. • This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. • Manage the daily operations of a Support Engineering team, ensuring successful resolution of issues. • Provide hands-on technical assistance to the team, ensuring best practices and troubleshooting methodologies. • Develop customer-centric communication processes emphasizing empathy and optimal outcomes. • Execute continuous improvement of existing software applications and architecture. • Collaborate with global managers to develop long-term customer care strategies and processes. • Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting skills development.

Requirements

• B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience. • Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives. • At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field. • Strong understanding of object-oriented languages, server-side scripting, and databases. • Experience with network and web protocols (WS, TLS, HTTP, CSS). • Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.). • 1-3 years of management experience leading teams of technical support engineers.

Benefits

• Health: medical, dental, and vision • Time away: vacation and holidays • Development: Generous tuition reimbursement and access to internal professional development resources. • Equal opportunity employer • #LI-Remote