Senior Support Engineer - Open Platform

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will play a crucial role in providing exceptional support to our enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.

You will: 

• 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.

You have:

• 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.

Preferred Qualifications:

• Strong understanding of modern programming languages and supportive frameworks.
• Experience with relevant technologies, such as JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), daily usage of Postman or equivalent REST clients.
• Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite, etc.), and logging systems (Kibana, Splunk, logstash, etc.).
• Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.

PLEASE NOTE THAT THIS POSITION IS LOCATED IN SOFIA, BULGARIA. You will have to work in the Liveperson office location 1-2 days a week. 

Benefits:  

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.