Job Description

- Customer & Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.
- Case Management: Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
- Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer, Product Management, R&D;, and various Business Units to drive issue resolution.
- Process & Knowledge Scaling: Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
- Mentorship & Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
- Availability: Participate in an on-call duty rotation for high-severity issues.

About The Employer

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

About The Candidate





- 3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.
- Bachelor's degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics.
- Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.

Technical Expertise

- Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse backend systems.
- Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.
- Experience with relevant technologies, including:
- SaaS/Cloud Infrastructure
- Network and Web protocols, Security and authorization principles
- Database scoping and trends analysis
- Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.)

Attributes & Mindset

- A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
- Resilience to work in a stressful environment and comply with tight timelines.
- Strong service orientation and excellent interpersonal skills.
- Comfortable thriving in an ambiguous, ever-changing setting.
- Experience working with cross-functional teams and motivating stakeholders for cooperation and action.

Opportunity Type

Liveperson Inc

Melbourne, VIC

IT

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