LivePerson is hiring a
Senior Technical Support Engineer

Summary

The job is for a Senior Technical Support Engineer at LivePerson India. The role involves providing technical support to enterprise-level customers, troubleshooting complex issues, collaborating with product developers, and being the primary contact for customer issues. The candidate should have 3+ years of experience in Tier 3/4 Support Engineering or equivalent positions.

Requirements

• Minimum of 3 years of experience working as a Tier 3/4 Support Engineer or equivalent customer-facing position
• Experience supporting enterprise-level customers with Fortune 500 organisations
• Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues
• Knowledge of web technologies and protocols
• Proficiency in troubleshooting different backend systems that support our platform end-to-end
• Experience communicating with enterprise customers through chat, email, and phone, including managing technical bridges during important situations
• Open to acquire new knowledge and learn new technologies and to initiate new projects to improve processes and customer support
• Experience with object-oriented languages and server-side scripting
• Experience with relevant technologies, such as SaaS and Cloud Infrastructure (AWS, GCP, Azure), network and web protocols (WS, TLS, HTTP), web and app servers (nginx, tomcat), IaaS/PaaS technologies (Kubernetes), and security and authorization principles (OAuth, JWT, TLS, or zero-trust)
• Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite), and logging systems (Kibana, Splunk, logstash)
• Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field

Responsibilities

• Provide excellent support to enterprise-level customers using expertise in cloud technologies and troubleshooting skills
• Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements
• Be the primary contact for customer issues, liaising between customers, Product Management, Engineering, and other teams
• Provide valuable insights and feedback to the development and service teams for recurring issues
• Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies
• Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions
• Mentor and educate team members, empowering them to handle technical escalations
• Deliver exceptional support experiences while working with some of the world's top brands

Benefits

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources