Support Engineer II

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 seking a highly skilled and experienced Technical Support Engineer to join our Support team. As a 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:

• Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction
• Provide technical support within SLA, ensuring a high level of professionalism and customer satisfaction
• Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented)
• Take ownership of technical issues, mentor and provide consultations to Tier 1 and work with our L3 Team to resolve more advanced issues when necessary

What You Need for Success?

• 1-3 years of experience in a similar role in a SaaS or web company
• Excellent troubleshooting skills with strong hands-on experience
• Excellent service-oriented verbal and written English communication skills
• Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge.
• Ability to self-learn and work with international teams
• Strong analytical skills, ability to make relevant conclusions and provide insights
• Application support hands-on experience (not IT / helpdesk support)
• Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc’
• Good understanding of HTML/CSS - required
• Basic understanding of JS - preferred
• Good understanding of data retrieval using SQL - required
• Familiarity with the core concepts of networking, APIs and SDKs - required
• Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management
• Discipline to conduct on-call duties as required by the business

Additional responsibilities of Support Engineer II (L2):

• Maintain a high level of technical expertise at all times, mentor and provide consultations to L1 and L2 Support Engineers.
• Enforce Tech Support processes and ensure top performance and adherence to KPIs.
• Take ownership of escalated issues (L2 level) and work with our L3 (SME) Team to resolve more advanced issues when necessary.
• Lead/participate in the Support organization’s internal projects

You have:

• 3-5 years of experience as Tier 2/3 Support Engineer in a SaaS or web company
• Excellent troubleshooting skills with strong hands-on experience
• Excellent service-oriented verbal and written communication skills
• Ability to drive people to achieve their goals
• Ability to determine pain points and/or points to improve existing processes and suggest improvements.
• Natural curiosity to solve problems and willingness to deep dive to obtain the relevant knowledge.
• Ability to self-learn and work with international teams
• Strong analytical skills and ability to provide insights
• Application support hands-on experience (not IT / helpdesk support)
• Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc’
• Good understanding of HTML/CSS - required
• Basic understanding of JS - preferred
• Good understanding of data retrieval using SQL - required
• Familiarity with the core concepts of networking, APIs and SDKs - required
• Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management
• Discipline to conduct on-call duties as required by the business

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.