Technical Support Manager

August 27

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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

• Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams. • Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed. • Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable. • Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables. • In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously. • Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement. • Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their skills development. • Ensure the successful onboarding and development of Technical Support Engineers. • Evaluate knowledge ramp-up opportunities to ensure advanced skills in the latest technologies used by LivePerson. • Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded. • Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums. • Foster high employee satisfaction within the team. • Drive and work frequently with cross-functional teams on global projects. • Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health. • Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management. • Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention. • Develop career opportunities for the team members.

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