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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Support Engineer II

1 month ago

Australia

Full-time

Mid Level

Technical Support Engineer

Customer and Technical Support

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

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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