[Remote] Support Engineer III at LivePerson

India

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AIIndustries

Requirements

7+ years of related experience
Can read and understand Java/JavaScript/HTML code
Proficiency with Structured Query Language (SQL)
Experience with analysing, troubleshooting, and providing solutions for deep and complex technical issues
Knowledge of web technologies and protocols
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 - Strong service orientation and interpersonal skills
Experience working with cross-functional teams and motivating 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-management skills and the ability to come up with new initiatives
Basic understanding of object-oriented languages and server-side scripting
Experience with relevant technologies including SaaS/Cloud Infrastructure, Network and Web protocols, Web and App Servers, Big data, analytics and event processing technologies, Security and authorisation principles
Scoping and trends analysis via DB, monitoring tools (Grafana, Grafana)

Responsibilities

Work during APAC hours 3:30 AM- 12:30 PM IST (including breaks)
Be the senior technical focal point for customer issues
Own and work on assigned cases and are responsible for resolving issues raised within SLAs
Interact with LivePerson’s customers while acting as 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 global team members in order to improve team performance
This position might require travelling, overtime, and on-call duty 24/7

Skills

Key technologies and capabilities for this role

SQLJavaJavaScriptHTMLSaaSCloud infrastructureConversational AItroubleshooting

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position located in India.

What are the work hours for this role?

The role requires working APAC hours from 3:30 AM to 12:30 PM IST, including breaks.

What technical skills are required for this Support Engineer III position?

Candidates need 7+ years of related experience, ability to read and understand Java/JavaScript/HTML code, proficiency with SQL, knowledge of web technologies and protocols, and experience troubleshooting backend systems end-to-end.

What is the salary or compensation for this role?

This information is not specified in the job description.

What experience makes a strong candidate for this position?

A strong candidate has 7+ years of experience analyzing and troubleshooting complex technical issues, excellent English communication skills for interacting with enterprise customers via calls and emails, and resilience to work in a fast-paced environment with potential travel, overtime, and 24/7 on-call duty.

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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