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Support Engineer II

3 hours, 59 minutes ago
Australia
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
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 29

Description

  • Own end-to-end investigation and resolution of complex and uncommon technical cases escalated by customers.
  • Serve as the subject matter expert for assigned technical areas.
  • Report, track, and escalate issues and bugs to Engineering and collaborate on long-term fixes.
  • Work closely with product leaders and developers to resolve issues and improve platform stability.
  • Educate and proactively guide internal field teams and external customers on troubleshooting and technical methods.
  • Manage escalated incidents across multiple channels while meeting or exceeding SLTs and KPIs.
  • Use advanced analytical techniques to identify root causes and adapt troubleshooting approaches for unusual situations.
  • Create and maintain technical documentation and runbooks to improve team efficiency and support scalability.

Requirements

  • 4+ years of related technical experience with a Bachelor’s degree, or 2+ years with a Master’s degree, or equivalent practical experience.
  • Complete knowledge and full understanding of technical support disciplines.
  • Proven ability to solve problems of diverse scope and adapt existing approaches as needed.
  • Exceptional communication and relationship-building skills, including the ability to persuade and tailor communication to different audiences.
  • Ability to work independently and determine methods and procedures for new assignments.
  • Ability to act as a facilitator or team leader when necessary.
  • Ability to work in a 24/7 or business-hours support role.
  • Calm demeanor in critical situations.

Benefits

  • Confidential and free Employee Assistance Program (EAP) for employees and immediate family members.
  • Fully paid life and salary continuance insurance.
  • Medibank health insurance with up to 80% of premiums paid by LivePerson for employees and immediate family members.
  • Generous parental leave policy.
  • 5 additional paid LP Care Days per year, plus an extra 5 days after annual leave is exhausted.
  • Employee Stock Purchase Program (ESPP) with a discount on company shares.
  • Learning and development support, including allocated stipends.
  • Fully remote work model with flexibility and access to offices in Sydney and Melbourne.

Interested in this position?

Apply directly on the company website

Apply Now

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