Support Engineer III

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LivePerson

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SaaS • B2B

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.

1001 - 5000 employees

Founded 1995

☁️ SaaS

🤝 B2B

💰 $2.3M Post-IPO Equity on 2012-06

📋 Description

• Work during US hours 5pm - 3am (including breaks) • Be the senior technical focal point for customer issues. • Own and work on assigned cases and are responsible for resolving issues raised within SLAs. • Interact with LivePerson’s customers while acting as the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand. • Act as the Subject Matter Expert for LivePerson products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods. • Analyze recurring issues and put processes and requirements for tools to better support our customers. • Mentor and educate global team members in order to improve team performance. • This position might require travelling, overtime, and on-call duty 24/7.

🎯 Requirements

• 5-7 years of related experience. • Can read and understand Java/JavaScript/HTML code • Proficiency with Structured Query Language (SQL). • Experience with analysing, troubleshooting, and providing solutions for deep and complex technical issues • Knowledge of web technologies and protocols. • Ability to troubleshoot different backend systems that support the LivePerson platform end-to-end. • Excellent oral and written communication skills (fluent in English). • Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations. • Resilience to work in a stressful environment and comply with a tight timeline - Strong service orientation and interpersonal skills. • Experience working with cross-functional teams and motivating others for cooperation and action. • Ability to act as on-call for high-severity issues. • Comfortable in an ambiguous, ever-changing environment • Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies • Self-management skills and the ability to come up with new initiatives. • Basic understanding of object-oriented languages and server-side scripting.

🏖️ Benefits

• Personal time off 15 days - Casual (6) days & Sick Days (6) • Medical Insurance: 8 Lakhs Family Floater that covers employee, spouse, 3 children and parents or In-laws • Group Personal Accident: 3x of the employee’s Gross Salary • Group Term Life: 3x of the employee’s Gross Salary • Volunteering Days – Use them to make a difference in your community. Whether it's a cleanup, supporting a local initiative or holding an “Ehrenamt”, just let us know! We're here to help you create a meaningful impact. • Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to share in LivePerson's success. • Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential.