Senior Application Support Engineer

New Economy Minerals Jobs; City of Melbourne; On-site; AUD 90,000 - 140,000; Full time

Job summary

LivePerson in Melbourne, VIC, is seeking a Senior Tier 3/4 Support Engineer for SaaS products. You will own the end-to-end case lifecycle, act as the technical escalation point, and bridge between customers, Product Management, R&D, and business units.

The ideal candidate has 3+ years in Tier 3/4 support, a technical degree, and proven experience communicating with enterprise customers during critical situations. On-call rotation is included as part of the role.

Qualifications

• 3+ years as a Tier 3/4 Support Engineer for SaaS products or equivalent
• Bachelor’s degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics
• Experience communicating with enterprise customers via calls and emails, including managing a technical bridge in critical situations

Responsibilities

• Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs
• Be the senior technical focal point and escalation point for complex, high-severity customer issues
• Act as the support liaison between the customer, Product Management, R&D, and Business Units
• Analyze recurring issues with Product Developers to improve troubleshooting tools and methods
• Mentor and educate the wider support team to reduce case processing time
• Participate in an on-call rotation for high-severity issues

Skills

Customer support

SaaS

Technical liaison

SQL

JavaScript

Web protocols

On-call support

Case management

Mentorship

Education

Bachelor's degree (IT/CS/Engineering/Math)

Tools

Grafana

Kibana

Splunk

SQL

Job description

Job Description

• Customer & Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.
• Case Management: Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
• Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer, Product Management, R&D, and various Business Units to drive issue resolution.
• Process & Knowledge Scaling: Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
• Mentorship & Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
• Availability: Participate in an on-call duty rotation for high-severity issues.

About The Employer

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

About The Candidate

• 3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.
• Bachelor's degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics.
• Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.

Technical Expertise

• Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse backend systems.
• Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.
• Experience with relevant technologies, including:
• SaaS/Cloud Infrastructure
• Network and Web protocols, Security and authorization principles
• Database scoping and trends analysis
• Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.)

Attributes & Mindset

• A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
• Resilience to work in a stressful environment and comply with tight timelines.
• Strong service orientation and excellent interpersonal skills.
• Comfortable thriving in an ambiguous, ever-changing environment.
• Experience working with cross-functional teams and motivating stakeholders for cooperation and action.

Opportunity Type

Liveperson Inc

Melbourne, VIC

IT