About LivePerson
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, and 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.
Role Overview
We are seeking a Technical Support Engineer to join our Support team. As a Technical Support Engineer level 2, you will play a crucial role in providing exceptional support to our enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.
Responsibilities
- Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction.
- Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs.
- Act as the "voice of the customer," providing valuable insights and feedback to the development and service teams on recurring issues.
- Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
- Analyze recurring issues and contribute to developing processes and requirements for improved customer support tools and solutions.
- Mentor and educate team members, empowering them to handle technical escalations effectively.
- Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
- Be comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment.
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.
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.
Requirements
- Minimum of 3 years of experience working as a Tier 2/3 Support Engineer, or equivalent customer-facing position.
- Experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
- Proven experience in analyzing, troubleshooting, and providing solutions for technical issues of varying complexity.
- Knowledge of web technologies and protocols.
- Excellent oral and written communication skills in English, with the ability to effectively communicate with enterprise customers via chat, email, and phone, including managing technical bridges during critical situations.
- Resilience to work in a fast-paced environment and meet tight timelines.
- Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Willingness to be on-call for high-severity issues.
- Comfortable working in an ambiguous and ever-changing environment.
- Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies.
- Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support.
Preferred Qualifications
- Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.
