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Sr. Support Engineer

1 hour, 45 minutes ago
Bulgaria
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
CSS HTML JavaScript Kibana Splunk SQL Wireshark
Apply Now
LivePerson

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 21

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

Apply Now

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