Senior Support Engineer

🔥 3 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.

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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

• Serve as the senior technical focal point for customer issues in the EMEA region • Troubleshoot and resolve complex technical issues for global customers while maintaining high customer satisfaction • Own and resolve escalated and advanced technical problems • Become a Subject Matter Expert for assigned technical areas or platform features • Work 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 business units • Provide customer insights and recurring-issue feedback to development and service teams • Mentor and educate team members to handle technical escalations effectively • Identify pain points, analyze recurring issues, and contribute to improved support tools, processes, and requirements • Lead or participate in internal Support organization projects

🎯 Requirements

• 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 networking, APIs, and SDKs • Good understanding of HTML/CSS and JavaScript • Good understanding of data retrieval using SQL • Experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, and Splunk • Proactive self-learner with curiosity and problem-solving ability • 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 • Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or equivalent customer-facing position • Extensive experience supporting enterprise-level customers, preferably Fortune 500 organizations • Hands-on application support experience within a SaaS or web company, not IT/helpdesk support • Experience working with SaaS/Cloud Infrastructure • 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 • Flexible hours, including holidays, weekends, and shift work as needed for crisis management • On-call availability for high-severity issues

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