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Support Engineer III

4 months, 2 weeks 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 15

Description

  • Work US hours from 5:00 PM to 3:00 AM IST, including breaks, and provide support for high-severity issues.
  • Serve as the senior technical focal point for customer issues and own assigned cases through resolution within SLA targets.
  • Troubleshoot complex platform issues end to end across customer-facing and backend systems.
  • Act as a liaison between customers, Product Management, R&D, and other business units to resolve technical problems.
  • Serve as a Subject Matter Expert for LivePerson products and collaborate with product developers to strengthen support knowledge and troubleshooting methods.
  • Analyze recurring issues and recommend process improvements, tooling requirements, and support enhancements.
  • Mentor and educate global team members to improve overall team performance.
  • Communicate with enterprise customers by phone and email, including managing technical bridges during critical incidents.
  • Participate in on-call duty, overtime, and possible travel as needed.

Requirements

  • 5-7 years of related experience.
  • Ability to read and understand Java, JavaScript, and HTML code.
  • Proficiency with 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 fluent English.
  • Experience communicating with enterprise customers via calls and emails, including managing technical bridges in urgent situations.
  • Resilience to work in a stressful, fast-moving environment with tight timelines.
  • Experience working with cross-functional teams and influencing others toward cooperation and action.
  • Ability to work on-call for high-severity issues.
  • Comfortable in an ambiguous, ever-changing environment and self-directed in learning 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 and analytics, event processing, and security/authorization principles.
  • Experience using monitoring and logging tools such as Grafana, Graphite, Kibana, and Splunk.
  • Bachelor’s degree in Information Science, Information Technology, Computer Science, Engineering, or Mathematics is an advantage.

Benefits

  • 15 days of personal time off, plus 6 casual days and 6 sick 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 equal to 3x gross salary.
  • Group term life insurance equal to 3x gross salary.
  • Volunteer days to support community initiatives.
  • Employee Stock Purchase Program with a discount on company shares.
  • Learning and development support, including growth programs and allocated stipends.

Interested in this position?

Apply directly on the company website

Apply Now

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