Senior Application Support Engineer
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Job Description
Senior Application Support Engineer as Subject Matter Expert managing high-severity customer issues while mentoring and improving system stability. LivePerson offers Conversational AI and digital transformation solutions.
Responsibilities:
- Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.
- Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
- Act as the support liaison and critical bridge between the customer, Product Management, R&D, and various Business Units to drive issue resolution.
- Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
- Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
- Participate in an on-call duty rotation for high-severity issues.
Requirements:
- 3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.
- Bachelor’s degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics.
- Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.
- Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse backend systems.
- Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.
- Experience with relevant technologies, including SaaS/Cloud Infrastructure, Network and Web protocols, Security and authorization principles, Database scoping and trends analysis, Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.).
- A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
- Resilience to work in a stressful environment and comply with tight timelines.
- Strong service orientation and excellent interpersonal skills.
- Comfortable thriving in an ambiguous, ever-changing environment.
- Experience working with cross-functional teams and motivating stakeholders for cooperation and action.
Benefits:
- Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members.
- Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company.
- Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP).
- LP Care Days: Employees are eligible for 5 supplemental paid days per annum for personal or family care.
- Generous parental leave policy (primary career).
- Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility.
- Employee Stock Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success.
- Learning & Development: Robust programs and allocated stipends to support your professional journey.
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