Senior Support Engineer

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:

LivePerson is looking for an experienced Senior Support Engineer to join our global Customer Support team and serve as a senior technical resource for our EMEA customers. In this role, you'll take ownership of complex technical challenges, investigate and resolve advanced platform issues, and work directly with enterprise customers to deliver effective solutions. You'll bring strong troubleshooting and analytical skills, along with hands-on experience in web technologies, SQL, APIs, and networking, to diagnose issues and drive resolution.

Beyond solving technical problems, you'll play an important role in strengthening the expertise of our global support organization. Working closely with Product Management, Engineering, and other internal teams, you'll help identify recurring issues, improve troubleshooting processes, and share knowledge that enables the wider team to deliver exceptional customer support.

If you enjoy digging into complex technical problems, working directly with customers, and being the go-to technical expert others rely on, we'd love to hear from you!

You will: 

• Own Complex Technical Issues: Act as the senior technical point of contact for escalated customer issues across the EMEA region, leading investigations and driving complex problems through to resolution.
• Troubleshoot & Resolve: Diagnose and resolve advanced application and platform issues for enterprise customers, using your technical expertise to identify root causes and deliver effective solutions.
• Drive Customer Outcomes: Manage complex and high-priority customer situations, maintaining clear communication, setting expectations, and ensuring a high level of customer satisfaction.
• Partner Across Teams: Work closely with Product Management, Engineering/R&D, and other business units to investigate issues, coordinate resolutions, and advocate for customer needs.
• Build Technical Expertise: Become a Subject Matter Expert (SME) for specific platform features or technical domains, developing deep knowledge of troubleshooting tools, processes, and methodologies.
• Be the Voice of the Customer: Identify recurring technical challenges and communicate customer feedback and product insights to development and service teams to help drive improvements.
• Mentor & Elevate the Team: Share technical knowledge, coach fellow Support Engineers, and help develop the team's ability to independently troubleshoot and resolve complex issues.
• Improve Support Operations: Identify opportunities to improve troubleshooting processes, support tools, and workflows to increase efficiency and reduce recurring escalations.
• Contribute to Team Initiatives: Lead or participate in internal projects that strengthen the capabilities and effectiveness of the global Support organization.

You have:

• Excellent written and verbal English communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong customer-facing skills and the ability to confidently manage complex, high-pressure situations, including leading technical incident bridges.
• Proven experience troubleshooting and resolving complex technical issues within customer-facing applications or SaaS platforms.
• Strong foundational knowledge of web technologies and protocols, including networking concepts, APIs, and SDKs.
• Working knowledge of HTML, CSS, and JavaScript.
• Experience writing SQL queries to retrieve and investigate data.
• Hands-on experience with technical troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.
• A proactive, analytical mindset with a natural curiosity for understanding how systems work and solving challenging technical problems.
• The ability to independently investigate unfamiliar technical areas, learn new technologies, and adapt to evolving products and environments.
• Strong ownership and accountability, with the ability to prioritize effectively and deliver results in a fast-paced environment.
• Flexibility to participate in an on-call rotation

Education and Experience

• 4+ years of experience in a Senior Support Engineer, Tier 3/Tier 4 Application Support Engineer, or similar technical customer-facing role.
• Demonstrated experience supporting enterprise-level customers, ideally within large or Fortune 500 organizations.
• Hands-on application support experience within a SaaS, cloud-based, or web technology company. This is an application/platform support role rather than traditional IT or helpdesk support.
• Experience troubleshooting SaaS applications and cloud infrastructure.
• Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related technical discipline preferred.

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.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]