Senior Application Support Engineer

Job description

LivePerson 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. **Overview** As a **Senior Application Support Engineer**, you won't just support our products—you'll be the ultimate **Subject Matter Expert (SME)** for LivePerson’s cutting-edge platform. This role is for a technically fearless individual who thrives on deep backend investigations. You'll dive into **complex, high-stakes customer issues**, serving as the critical bridge between our Global Support organization and Product Development teams. Your core mission is to solve problems no one else can, then **scale that knowledge** by building internal expertise and defining next-generation troubleshooting tools and methods. If you're passionate about mentoring others, comfortable getting your hands dirty in the code and logs, and driven to continuously improve system stability, we want you. This is a chance to have a direct, measurable impact on our product’s reliability and our customers' success. **You Will: (Key Responsibilities & Impact)** - **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. **You Have: (Required Skills & Qualifications)** **Professional Experience & Education** - 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. ## **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. 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 committed to fostering an inclusive workplace and are proud to be an **Equal Opportunity Employer**. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law. ### **Accessibility Commitment** LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide **reasonable adjustments** to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection. ## **Important Candidate Notice** The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an **@liveperson.com email address**. 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 **recruiting-lp@liveperson.com**