Senior Support Engineer

🔥 15 hours ago

🇧🇬 Bulgaria – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

LivePerson

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1995

💼 Consulting

📣 Marketing

📦 Logistics

💰 $2.3M Post-IPO Equity on 2012-06

Consulting • Marketing • Logistics

LivePerson is a company that provides a dynamic platform for businesses to manage their digital connections through URL shortening and QR code generation. The platform offers solutions such as branded links, mobile links, and landing pages, with advanced analytics and tracking capabilities. LivePerson's technology is designed to enhance the user experience across various industries, including retail, consumer packaged goods, hospitality, media, technology, healthcare, and finance, among others. It empowers businesses to engage their audiences more effectively, providing tools for developers, marketing teams, and customer service to streamline communication and optimize customer interactions. Adopted by over 500,000 global customers, LivePerson connects millions of users monthly with its comprehensive digital connection solutions.

📋 Description

• Act as the senior technical point of contact for escalated customer issues across the EMEA region, leading investigations and driving complex problems through to resolution • Diagnose and resolve advanced application and platform issues for enterprise customers, identifying root causes and delivering effective solutions • Manage complex and high-priority customer situations, maintaining clear communication, setting expectations, and ensuring customer satisfaction • Work closely with Product Management, Engineering/R&D, and other business units to investigate issues, coordinate resolutions, and advocate for customer needs • Become a Subject Matter Expert for specific platform features or technical domains • Identify recurring technical challenges and communicate customer feedback and product insights to development and service teams • Share technical knowledge, coach fellow Support Engineers, and develop the team's ability to troubleshoot and resolve complex issues • Improve troubleshooting processes, support tools, and workflows to increase efficiency and reduce recurring escalations • Lead or participate in internal projects that strengthen the global Support organization

🎯 Requirements

• Excellent written and verbal English communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences • Strong customer-facing skills and the ability to confidently manage complex, high-pressure situations, including leading technical incident bridges • Proven experience troubleshooting and resolving complex technical issues within customer-facing applications or SaaS platforms • Strong foundational knowledge of web technologies and protocols, including networking concepts, APIs, and SDKs • Working knowledge of HTML, CSS, and JavaScript • Experience writing SQL queries to retrieve and investigate data • Hands-on experience with technical troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk • A proactive, analytical mindset with a natural curiosity for understanding how systems work and solving challenging technical problems • The ability to independently investigate unfamiliar technical areas, learn new technologies, and adapt to evolving products and environments • Strong ownership and accountability, with the ability to prioritize effectively and deliver results in a fast-paced environment • Flexibility to participate in an on-call rotation • 4+ years of experience in a Senior Support Engineer, Tier 3/Tier 4 Application Support Engineer, or similar technical customer-facing role • Demonstrated experience supporting enterprise-level customers, ideally within large or Fortune 500 organizations • Hands-on application support experience within a SaaS, cloud-based, or web technology company; this is an application/platform support role rather than traditional IT or helpdesk support • Experience troubleshooting SaaS applications and cloud infrastructure • Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related technical discipline 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume