[Hiring] Technical Support Engineer II @LivePerson

Role Description

We are seeking a Technical Support Engineer to join our Support team. As a Technical Support Engineer level 2, you will play a crucial role in providing exceptional support to our enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.

• Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction.
• Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs.
• Act as the "voice of the customer," providing valuable insights and feedback to the development and service teams on recurring issues.
• Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
• Analyze recurring issues and contribute to developing processes and requirements for improved customer support tools and solutions.
• Mentor and educate team members, empowering them to handle technical escalations effectively.
• Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
• Be comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment.

Qualifications

• Minimum of 3 years of experience working as a Tier 2/3 Support Engineer, or equivalent customer-facing position.
• Experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
• Proven experience in analyzing, troubleshooting, and providing solutions for technical issues of varying complexity.
• Knowledge of web technologies and protocols.
• Excellent oral and written communication skills in English, with the ability to effectively communicate with enterprise customers via chat, email, and phone, including managing technical bridges during critical situations.
• Resilience to work in a fast-paced environment and meet tight timelines.
• Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Willingness to be on-call for high-severity issues.
• Comfortable working in an ambiguous and ever-changing environment.
• Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies.
• Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support.

Preferred Qualifications

• Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.

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.