Senior Support Engineer

LivePerson; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Health: medical, dental, and vision

28 vacation days

Tuition reimbursement and professional

Food vouchers

#LI-Remote

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

English proficiency

Customer-facing

Troubleshooting

Web tech basics

HTML/CSS/JavaScript

SQL data retrieval

Networking concepts

On-call readiness

Education

Bachelor’s degree in CS/IS/IT/Engineering

Tools

Fiddler

Wireshark

Chrome DevTools

Kibana

Splunk

Job description

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Overview

We are seeking a highly skilled and technically competent Senior Support Engineer to join LivePerson’s Customer Support team. As a Senior Support Engineer, you will play a crucial role in providing the best solutions to our customers by serving as the senior technical focal point for the EMEA region. Collaborating seamlessly with global customers and internal stakeholders, you will utilize your deep analytical skills, alongside your expertise in web technologies, SQL, and networking, to drive high-impact resolutions and elevate the technical knowledge of the entire support organization.

You will

• Be the senior technical focal point of customer issues raised within the EMEA region.
• Troubleshoot and resolve complex technical issues raised by global customers, maintaining high customer satisfaction.
• Take ownership of escalated issues and work to resolve advanced technical problems.
• Become a Subject Matter Expert for assigned technical areas or platform features, working closely with product developers to build knowledge in support troubleshooting tools and methods.
• Act as the primary support liaison between customers, Product Management, Engineering/R&D, and various business units.
• Serve as the "voice of the customer," providing valuable insights and feedback to development and service teams regarding recurring issues.
• Mentor and educate team members, empowering them to handle technical escalations effectively and reducing the overall number of technical escalations.
• Determine pain points, analyze recurring issues, and contribute to the development of processes and requirements for better customer support tools and solutions.
• Lead or participate in the Support organization’s internal projects.

You have

• Excellent service-oriented verbal and written English communication skills.
• Customer-facing skills with the ability to lead complex and sensitive situations, including managing technical bridges.
• Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues.
• Broad foundational knowledge across web technologies and protocols, including familiarity with the core concepts of networking, APIs, and SDKs.
• Good understanding of HTML/CSS and JavaScript.
• Good understanding of data retrieval using SQL.
• Experience utilizing troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, or logging systems like Kibana and Splunk.
• Proactive self-learner with a natural curiosity to solve problems and the ability to extend technical capabilities to new domains.
• Resilience to work in a fast-paced, stressful environment and meet tight timelines.
• Willingness to be on-call for high-severity issues and work flexible hours, including holidays, weekends, and shift work as needed for crisis management.

Education and Experience

• Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or an equivalent customer-facing position.
• Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
• Hands‑on application support experience (not IT/helpdesk support) within a SaaS or web company.
• Experience working with SaaS/Cloud Infrastructure.
• An academic or Bachelor’s degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred.

Benefits

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we’re very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [e-mail]