Support Engineer III

2 hours, 21 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Work APAC hours from 3:30 AM to 12:30 PM IST, including breaks.
  • Serve as the senior technical focal point for customer issues.
  • Own assigned cases and resolve issues within strict SLAs.
  • Act as the support liaison between customers, Product Management, R&D, and other business units.
  • Work closely with product developers to deepen support knowledge, troubleshooting tools, and methods.
  • Analyze recurring issues and recommend process or tool improvements to better support customers.
  • Mentor and educate global team members to improve team performance.
  • Support high-severity issues, including on-call duty, overtime, and possible travel.

Requirements

  • 7+ years of related experience.
  • Ability to read and understand Java, JavaScript, and HTML code.
  • Proficiency in SQL.
  • Experience analyzing, troubleshooting, and resolving deep, complex technical issues.
  • Knowledge of web technologies and protocols.
  • Ability to troubleshoot backend systems supporting a SaaS/Cloud platform end to end.
  • Excellent oral and written communication skills in English.
  • Experience communicating with enterprise customers via calls and emails, including managing technical bridges during critical situations.
  • Experience working with cross-functional teams and motivating cooperation and action.
  • Ability to work in a stressful, fast-moving, and ambiguous environment.
  • Strong self-management skills and a willingness to learn new technologies.
  • Basic understanding of object-oriented languages and server-side scripting.
  • Experience with SaaS/cloud infrastructure, network and web protocols, web and app servers, big data/analytics/event processing, and security/authorization principles.
  • Experience using monitoring tools such as Grafana or Graphite and logging tools such as Kibana or Splunk for scoping and trend analysis.
  • Bachelor’s degree in Information Science, Information Technology, Computer Science, Engineering, or Mathematics.

Benefits

  • 15 days of personal time off, including 5 casual days and 5 care days.
  • Medical insurance with an 8 lakh family floater covering the employee, spouse, up to 3 children, and parents or in-laws.
  • Group personal accident coverage at 3x the employee’s gross salary.
  • Group term life coverage at 3x the employee’s gross salary.
  • Volunteering days to support community initiatives.
  • Employee Stock Purchase Program with a discount on company shares.
  • Learning and development support, including allocated stipends for growth and training.

Interested in this position?

Apply directly on the company website

Apply Now

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