[Remote] Sr. Technical Support Engineer (L3/SME) at LivePerson

India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology & ServicesIndustries

Requirements

Candidates should possess at least 5 years of related experience in technical support, demonstrating expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues. They must have knowledge in web technologies and protocols, proficiency with Structured Query Language (SQL), and the ability to troubleshoot various backend systems supporting the LivePerson platform end-to-end. Excellent oral and written communication skills in English are required, along with experience communicating with enterprise customers via calls and emails, including managing technical bridges in critical situations. A basic understanding of object-oriented languages and server-side scripting is also necessary.

Responsibilities

As a Senior Technical Support Engineer, the individual will serve as the senior technical focal point for customer issues escalated from the second-level support team, owning and resolving assigned cases within established Service Level Agreements (SLAs). They will interact as a support liaison between customers, Product Management, R&D, and various business units to address customer issues. The role requires acting as a Subject Matter Expert for LivePerson products, collaborating with product developers to build support knowledge and troubleshooting tools. The engineer will analyze recurring issues, propose processes and requirements for improved tools, mentor and educate second-tier personnel, and potentially handle on-call duty for high-severity issues. This position may also involve traveling, overtime, and working in a stressful environment with tight timelines.

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