EMEA Senior Support Engineer — Remote & Escalations Lead
LivePerson
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
LivePerson is seeking a Senior Support Engineer to join the Customer Support team as the senior technical focal point for the EMEA region. You will collaborate with global customers and internal teams to drive high-impact resolutions using your deep analytics and knowledge of web technologies, APIs, and networking.
You will analyze complex issues, mentor teammates, and contribute to improving support tools and processes while maintaining a strong focus on customer satisfaction and crisis
Qualifications
- 4+ years as Senior Support Engineer, Tier 3/4, or equivalent customer-facing role.
- Experience supporting enterprise customers, preferably Fortune 500.
- Hands-on application support in a SaaS/web company, not IT/helpdesk.
- Experience with SaaS/Cloud Infrastructure.
Responsibilities
- Be the senior technical focal point for the EMEA region.
- Troubleshoot and resolve complex technical issues for global customers.
- Own escalated issues and drive high-impact resolutions.
- Serve as SME for platform features and coordinate with product/engineering teams.
- Act as the voice of the customer to inform development and service teams.
- Mentor teammates to improve escalation handling.
- Identify pain points and contribute to better support tools and processes.
- Lead or participate in internal Support projects.
Skills
Education
Tools
Job description
LivePerson is seeking a Senior Support Engineer to join the Customer Support team as the senior technical focal point for the EMEA region. You will collaborate with global customers and internal teams to drive high-impact resolutions using your deep analytics and knowledge of web technologies, APIs, and networking.
You will analyze complex issues, mentor teammates, and contribute to improving support tools and processes while maintaining a strong focus on customer satisfaction and crisis
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
