Company Overview
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.
Role Responsibilities
- Be the senior technical focal point of customer issues raised within the EMEA region.
- Troubleshoot and resolve complex technical issues raised by global customers, maintaining high customer satisfaction.
- Take ownership of escalated issues and work to resolve advanced technical problems.
- Become a Subject Matter Expert for assigned technical areas or platform features, working closely with product developers to build knowledge in support troubleshooting tools and methods.
- Act as the primary support liaison between customers, Product Management, Engineering/R&D, and various business units.
- Serve as the "voice of the customer," providing valuable insights and feedback to development and service teams regarding recurring issues.
- Mentor and educate team members, empowering them to handle technical escalations effectively and reducing the overall number of technical escalations.
- Determine pain points, analyze recurring issues, and contribute to the development of processes and requirements for better customer support tools and solutions.
- Lead or participate in the Support organization’s internal projects.
- Health: medical and mental care
- Multisport card
- Food vouchers
- Time away: vacation, national/religious holidays and five personal days.
- Family: parental leave
- Development: Generous tuition reimbursement and access to internal professional development resources.
- Additional: exclusive perks and discounts
- #LI-Remote
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.
- Excellent service-oriented verbal and written English communication skills.
- Customer-facing skills with the ability to lead complex and sensitive situations, including managing technical bridges.
- Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues.
- Broad foundational knowledge across web technologies and protocols, including familiarity with the core concepts of networking, APIs, and SDKs.
- Good understanding of HTML/CSS and JavaScript.
- Good understanding of data retrieval using SQL.
- Experience utilizing troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, or logging systems like Kibana and Splunk.
- Proactive self-learner with a natural curiosity to solve problems and the ability to extend technical capabilities to new domains.
- Resilience to work in a fast-paced, stressful environment and meet tight timelines.
- Willingness to be on-call for high-severity issues and work flexible hours, including holidays, weekends, and shift work as needed for crisis management.
- Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or an equivalent customer-facing position.
- Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
- Hands-on application support experience (not IT/helpdesk support) within a SaaS or web company.
- Experience working with SaaS/Cloud Infrastructure.
- An academic or Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred.
