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Senior Support Engineer

LivePerson Inc.Sofia Office
On-site Full-time

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Experience Level

Senior

Qualifications

Skills and Abilities:Exceptional verbal and written communication skills in English, with a service-oriented approach. Strong customer-facing skills, capable of navigating complex and sensitive situations, including managing technical conferences. Demonstrated proficiency in analyzing, troubleshooting, and offering solutions for deep and complex technical issues. Comprehensive foundational knowledge of web technologies and protocols, including understanding networking, APIs, and SDKs. Familiarity with HTML/CSS and JavaScript. Solid understanding of data retrieval using SQL. Experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, or logging systems like Kibana and Splunk. A proactive self-learner with a natural inquisitiveness for problem-solving and the ability to expand technical skills into new areas.

About the job

Location: Sofia Office
Company: LivePerson Inc.

About LivePerson

LivePerson Inc. (NASDAQ: LPSN) helps leading brands connect with consumers through its Conversational Cloud platform. Companies such as HSBC, Chipotle, and Virgin Media use LivePerson to facilitate millions of interactions every month. The platform supports nearly a billion conversational exchanges monthly, using extensive datasets and advanced safety features to improve customer experience with Conversational AI.

Role Overview

The Senior Support Engineer serves as a technical expert for customers in the EMEA region. This role focuses on resolving complex technical issues, mentoring teammates, and acting as a bridge between customers and internal product teams.

What You Will Do

  • Address advanced technical concerns from customers across the EMEA region.
  • Diagnose and resolve complex problems for global clients, aiming for high customer satisfaction.
  • Take ownership of escalated support cases and resolve advanced technical challenges.
  • Develop subject matter expertise in specific technical areas or platform features, and work with product developers to improve support tools and troubleshooting methods.
  • Act as the main support liaison between customers, Product Management, Engineering/R&D, and other business units.
  • Share customer feedback with development and service teams to address recurring issues.
  • Mentor and train team members to handle technical escalations, reducing the need for further escalation.
  • Analyze pain points and recurring issues, and help refine processes and requirements for better support tools and solutions.
  • Lead or contribute to internal projects within the Support organization.

About LivePerson Inc.

LivePerson Inc. is a leading technology company specializing in conversational AI, providing innovative solutions that enhance customer interaction for global brands. With a commitment to transforming enterprise conversations, we deliver unparalleled support and expertise to our clients.

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