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.

