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Support Engineer II

1 month ago
Bulgaria
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
CSS HTML JavaScript 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 15

Description

  • Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction.
  • Provide technical support within SLA while maintaining professionalism and service quality.
  • Identify, investigate, document, and prepare cases for escalation according to the escalation process.
  • Take ownership of escalated technical issues and partner with the L3 team to resolve advanced issues.
  • Mentor and provide consultations to Tier 1 and other support engineers.
  • Enforce tech support processes and support adherence to KPIs.
  • Lead or participate in internal support organization projects.
  • Use monitoring and diagnostic tools to investigate application issues.
  • Work with international teams and support crisis management when needed, including on-call coverage.

Requirements

  • 1-3 years of experience in a similar role at a SaaS or web company.
  • For the Support Engineer II / L2 level, 3-5 years of experience as a Tier 2/3 Support Engineer in a SaaS or web company.
  • Hands-on application support experience; IT/helpdesk support experience is not sufficient.
  • Excellent troubleshooting skills with strong hands-on experience.
  • Excellent verbal and written English communication skills.
  • Strong analytical skills and the ability to draw conclusions and provide insights.
  • Good understanding of HTML/CSS is required.
  • Good understanding of SQL for data retrieval is required.
  • Basic understanding of JavaScript is preferred.
  • Familiarity with networking, APIs, and SDKs is required.
  • Experience using monitoring tools such as Fiddler, Wireshark, and Chrome DevTools.
  • Ability to work flexible hours, including holidays, nights, and weekends when needed.
  • Discipline to perform on-call duties as required by the business.
  • Ability to self-learn, work with international teams, and deep dive into problems.
  • Ability to drive people toward goals and identify process improvement opportunities.

Benefits

  • Medical, dental, and vision coverage.
  • 28 vacation days.
  • Generous tuition reimbursement.
  • Access to internal professional development resources.
  • Food vouchers.
  • Remote-friendly work arrangement (#LI-Remote).

Interested in this position?

Apply directly on the company website

Apply Now

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