LivePerson

Sr. Technical Support Engineer (L3/SME)

India

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries

Senior Technical Support Engineer

Salary: Not Specified Location Type: Not Specified Employment Type: Not Specified

Company Information

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world's leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

Position Overview

We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team. 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.

Responsibilities

  • Be the senior technical focal point of customer issues raised by the 2nd level.
  • Own and work on assigned cases and responsible to resolve issues raised within SLAs.
  • Interact with LivePerson’s customers, while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
  • Act as the Subject Matter Expert for LivePerson products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods.
  • Analyze recurring issues and put processes and requirements for tools to better support our customers.
  • Mentor and educate 2nd tier personnel in order to reduce the number of technical escalations.
  • This position might require traveling, overtime, and on-call duty 24/7.

Requirements

  • 5+ years of related experience.
  • Experience with analyzing, troubleshooting and providing solutions for deep and complex technical issues.
  • Knowledge in web technologies and protocols.
  • Proficiency with Structured Query Language (SQL).
  • Ability to troubleshoot different backend systems that support the LivePerson platform end to end.
  • Excellent oral and written communication skills (fluent in English).
  • Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.
  • Resilience to work in a stressful environment and comply with a tight timeline and - Strong service orientation and interpersonal skills.
  • Experience working with cross-functional teams and to motivate others for cooperation and action.
  • Ability to act as on-call for high severity issues.
  • Comfortable in an ambiguous, ever-changing environment.
  • Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
  • Self-manage skills and ability to come up with new initiatives.
  • Basic understanding of object-oriented languages and server-side scripting.
  • Experience with relevant technologies that could include the following:
    • SaaS\Cloud Infrastructure.
    • Network and Web protocols.
    • Web and App Servers.
    • Big data, analytics and event processing technologies.
    • Security and authorization principles.
    • Scoping and trends analysis via DB, monitoring tools (Grafana, Graphite, etc’) and lo

Application Instructions

Not Specified

Skills

Cloud Technologies
Troubleshooting
Customer Support
Issue Resolution
SLAs Management
Cross-functional Communication

LivePerson

Digital customer engagement and communication tools

About LivePerson

LivePerson provides businesses with tools to engage with their customers through digital channels. Their main product, LiveEngage, facilitates real-time interactions via live chat, messaging, and AI-driven bots across various platforms like websites, mobile apps, and social media. LivePerson's subscription-based model allows clients to access a suite of tools, including APIs and SDKs, to manage customer interactions and analyze performance. Unlike competitors, LivePerson focuses on enhancing customer experience with features like "click to message" and "click to chat," which enable direct communication from digital platforms. The company's goal is to improve customer service and engagement for businesses, ultimately leading to increased sales and satisfaction.

New York City, New YorkHeadquarters
1995Year Founded
$40.5MTotal Funding
IPOCompany Stage
Data & Analytics, Consumer Software, Enterprise SoftwareIndustries
1,001-5,000Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Company Match
401(k) Retirement Plan
Paid Vacation
Paid Sick Leave
Paid Holidays
Parental Leave
Family Planning Benefits
Fertility Treatment Support
Professional Development Budget
Tuition Reimbursement
Wellness Program
Mental Health Support
Flexible Work Hours
Remote Work Options
Employee Stock Purchase Plan

Risks

Emerging AI platforms could erode LivePerson's market share with competitive pricing.
Rapid AI advancements may require significant R&D investment to maintain competitiveness.
Data privacy concerns and regulatory changes could impact LivePerson's operations.

Differentiation

LivePerson's Conversational Cloud platform offers seamless AI-driven customer engagement solutions.
The company partners with industry leaders like Telnyx to enhance real-time communication.
LivePerson's subscription-based model ensures a steady revenue stream from diverse industries.

Upsides

Increased adoption of AI-driven solutions boosts LivePerson's market presence.
Recognition in Inc.'s 2024 Power Partner Awards enhances LivePerson's B2B reputation.
Partnerships with companies like Capitec expand LivePerson's customer service capabilities.

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