Senior Technical Support Engineer (L3)

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 looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team in India. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in cloud technologies and troubleshooting skills

You will report to the Regional Support Manager

If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

You will:

• Be a Subject Matter Expert (SME) in backend systems, specialising in Network, Security, Stateless services, Web and App servers.
• Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements.
• Be the primary contact for customer issues, liaising between customers, Product Management, Engineering, and other teams.
• Be the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues.
• Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
• Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions.
• Mentor and educate team members, empowering them to handle technical escalations.
• Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
• Be comfortable with 24/7 shift work and on-call duties to address important customer issues

You have:

• Minimum of 3 years of experience working as a Tier 3/4 Support Engineer or equivalent customer-facing position.
• Experience supporting enterprise-level customers with Fortune 500 organisations.
• Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues.
• Knowledge of web technologies and protocols.
• Proficiency in troubleshooting different backend systems that support our platform end-to-end.
• Experience communicating with enterprise customers through chat, email, and phone, including managing technical bridges during important situations.
• Open to acquire new knowledge and learn new technologies and to initiate new projects to improve processes and customer support.
• Experience with object-oriented languages and server-side scripting.
• Experience with relevant technologies, such as SaaS and Cloud Infrastructure (AWS, GCP, Azure), network and web protocols (WS, TLS, HTTP), web and app servers (nginx, tomcat), IaaS/PaaS technologies (Kubernetes), and security and authorization principles (OAuth, JWT, TLS, or zero-trust).
• Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite), and logging systems (Kibana, Splunk, logstash).
• Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.

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

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.