[Hiring] Senior Support Engineer @LivePerson

Role Description

LivePerson is looking for an experienced Senior Support Engineer to join our global Customer Support team and serve as a senior technical resource for our EMEA customers. In this role, you'll take ownership of complex technical challenges, investigate and resolve advanced platform issues, and work directly with enterprise customers to deliver effective solutions. You'll bring strong troubleshooting and analytical skills, along with hands-on experience in web technologies, SQL, APIs, and networking, to diagnose issues and drive resolution.

Beyond solving technical problems, you'll play an important role in strengthening the expertise of our global support organization. Working closely with Product Management, Engineering, and other internal teams, you'll help identify recurring issues, improve troubleshooting processes, and share knowledge that enables the wider team to deliver exceptional customer support.

If you enjoy digging into complex technical problems, working directly with customers, and being the go-to technical expert others rely on, we'd love to hear from you!

Responsibilities

• Own Complex Technical Issues:
  • 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.
• Troubleshoot & Resolve:
  • Diagnose and resolve advanced application and platform issues for enterprise customers, using your technical expertise to identify root causes and deliver effective solutions.
• Drive Customer Outcomes:
  • Manage complex and high-priority customer situations, maintaining clear communication, setting expectations, and ensuring a high level of customer satisfaction.
• Partner Across Teams:
  • Work closely with Product Management, Engineering/R&D, and other business units to investigate issues, coordinate resolutions, and advocate for customer needs.
• Build Technical Expertise:
  • Become a Subject Matter Expert (SME) for specific platform features or technical domains, developing deep knowledge of troubleshooting tools, processes, and methodologies.
• Be the Voice of the Customer:
  • Identify recurring technical challenges and communicate customer feedback and product insights to development and service teams to help drive improvements.
• Mentor & Elevate the Team:
  • Share technical knowledge, coach fellow Support Engineers, and help develop the team's ability to independently troubleshoot and resolve complex issues.
• Improve Support Operations:
  • Identify opportunities to improve troubleshooting processes, support tools, and workflows to increase efficiency and reduce recurring escalations.
• Contribute to Team Initiatives:
  • Lead or participate in internal projects that strengthen the capabilities and effectiveness of the global Support organization.

Qualifications

• 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.

Requirements

• 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.