LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better.

This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. What You Will Own? Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction Provide technical support within SLA, ensuring a high level of professionalism and customer satisfaction Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented) Take ownership of technical issues, mentor and provide consultations to Tier 1 and work with our L3 Team to resolve more advanced issues when necessary What You Need for Success?

1-3 years of experience in a similar role in a SaaS or web company Excellent troubleshooting skills with strong hands-on experience Excellent service-oriented verbal and written English communication skills Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge.

Responsibilities

of Support Engineer II (L2): Maintain a high level of technical expertise at all times, mentor and provide consultations to L1 and L2 Support Engineers. Enforce Tech Support processes and ensure top performance and adherence to KPIs. Take ownership of escalated issues (L2 level) and work with our L3 (SME) Team to resolve more advanced issues when necessary.

Lead/participate in the Support organization’s internal projects Technical Expertise: 3-5 years of experience as Tier 2/3 Support Engineer in a SaaS or web company Excellent troubleshooting skills with strong hands-on experience Excellent service-oriented verbal and written communication skills Ability to drive people to achieve their goals Ability to determine pain points and/or points to improve existing processes and suggest improvements. Natural curiosity to solve problems and willingness to deep dive to obtain the relevant knowledge.