LivePerson

LivePerson is a global leader in Conversational AI, offering real-time intelligent customer engagement solutions through their platform, LiveEngage, for over 18,000 clients worldwide.

Internet Software & Services

Information Technology

1K-5K (1540)

Founded 1995

14 open positions

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Sr. Support Engineer

1 month, 3 weeks ago

Bulgaria

Full-time

Senior

Technical Support Engineer

Customer and Technical Support

CSS HTML JavaScript Kibana Splunk SQL Wireshark

Apply Now

LivePerson

LivePerson is a global leader in Conversational AI, offering real-time intelligent customer engagement solutions through their platform, LiveEngage, for over 18,000 clients worldwide.

Internet Software & Services

1K-5K

Founded 1995

View All Jobs 14

Description

Act as the senior technical focal point for customer issues across the EMEA region.
Troubleshoot and resolve complex technical issues for global customers while maintaining high customer satisfaction.
Own escalated incidents and drive advanced technical problem resolution.
Serve as a subject matter expert for assigned technical areas or platform features.
Work closely with Product Management, Engineering/R&D, and other business units as the primary support liaison.
Represent the voice of the customer by sharing recurring issue insights with development and service teams.
Mentor and educate team members to improve their handling of technical escalations.
Analyze pain points and recurring issues to help define better support tools, processes, and requirements.
Lead or participate in internal Support organization projects.

Requirements

Minimum of 4 years of experience as a Senior Support Engineer, Tier 3/4 Support Engineer, or in an equivalent customer-facing role.
Extensive experience supporting enterprise-level customers, preferably Fortune 500 organizations.
Hands-on application support experience within a SaaS or web company, not IT/helpdesk support.
Experience working with SaaS or cloud infrastructure.
Excellent verbal and written English communication skills.
Customer-facing experience handling complex and sensitive situations, including technical bridges.
Proven ability to analyze, troubleshoot, and solve deep and complex technical issues.
Broad foundational knowledge of web technologies and protocols, including networking, APIs, and SDKs.
Good understanding of HTML/CSS and JavaScript.
Good understanding of SQL for data retrieval.
Experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.
Proactive self-learner with curiosity and the ability to extend technical capabilities to new domains.
Ability 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.
Bachelor's degree or academic degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred.

Benefits

Medical and mental care coverage.
Multisport card.
Food vouchers.
Vacation, national/religious holidays, and five personal days.
Parental leave.
Generous tuition reimbursement.
Access to internal professional development resources.
Remote-friendly work environment.

Interested in this position?

Apply directly on the company website

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