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Support Engineer III

1 month ago
India
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Grafana HTML Java JavaScript Kibana Splunk SQL
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 4

Description

  • Work US hours (5pm–3am IST) as the senior technical focal point for customer issues.
  • Own and resolve assigned cases within SLAs, troubleshooting deep and complex technical problems end-to-end.
  • Act as the Subject Matter Expert for LivePerson products, collaborating closely with product developers and R&D to improve product and support knowledge.
  • Serve as the support liaison between customers, Product Management, R&D, and business units, including managing technical bridges during critical incidents.
  • Analyze recurring issues and define processes, tooling requirements, and improvements to reduce repeat incidents and improve supportability.
  • Mentor, educate, and motivate global team members to improve team performance and knowledge sharing.
  • Use monitoring, logging, and database analysis to scope incidents and identify trends and root causes.
  • Be available for on-call duty for high-severity issues and participate in overtime or travel as required.
  • Develop and maintain troubleshooting tools and methods to support customers and internal teams.

Requirements

  • 5–7 years of related experience.
  • Willingness and ability to work US hours (5pm–3am IST), act as on-call for high-severity issues, and undertake overtime or travel when required.
  • Ability to read and understand Java, JavaScript, and HTML code; basic understanding of object-oriented languages and server-side scripting.
  • Proficiency with Structured Query Language (SQL) and experience performing DB analysis.
  • Experience troubleshooting and providing solutions for deep, complex technical issues across SaaS/cloud infrastructure and backend systems supporting the platform end-to-end.
  • Knowledge of web technologies, network and web protocols, web/app servers, security and authorization principles.
  • Experience with monitoring and logging/analytics tools and trends analysis (e.g., Grafana, Graphite, Kibana, Splunk) and big data/event processing technologies (preferred).
  • Excellent oral and written communication skills in English and experience communicating with enterprise customers via calls and email, including managing technical bridges in critical situations.
  • Experience working with cross-functional teams and mentoring others; resilient under stress and able to operate in ambiguous, fast-changing environments.
  • Bachelor’s degree in Information Science, IT, Computer Science, Engineering, or Mathematics is an advantage.

Benefits

  • Remote (India) role with US-hours schedule.
  • Personal time off: 15 days (including casual and sick days).
  • Medical insurance: 8 Lakhs family floater covering employee, spouse, up to 3 children and parents/in‑laws.
  • Group Personal Accident cover: 3x employee’s gross salary.
  • Group Term Life cover: 3x employee’s gross salary.
  • Volunteering days to support community initiatives.
  • Employee Stock Purchase Program (ESPP) allowing purchase of company shares at a discount.
  • Learning & Development support including programs and allocated stipends for professional growth.

Interested in this position?

Apply directly on the company website

Apply Now

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