LivePerson is a leading provider of conversational commerce solutions, revolutionizing how businesses connect with their customers. Founded in 1995, the company has been at the forefront of digital engagement, empowering brands to deliver personalized, AI-powered interactions across multiple channels. LivePerson's innovative platform is reshaping customer experiences, driving sales, and fostering meaningful connections in today's digital landscape.

liveperson

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.
Overview
As a Senior Application Support Engineer, you won't just support our products—you'll be the ultimate Subject Matter Expert (SME) for LivePerson’s cutting-edge platform. This role is for a technically fearless individual who thrives on deep backend investigations. You'll dive into complex, high-stakes customer issues, serving as the critical bridge between our Global Support organization and Product Development teams.
Your core mission is to solve problems no one else can, then scale that knowledge by building internal expertise and defining next-generation troubleshooting tools and methods. If you're passionate about mentoring others, comfortable getting your hands dirty in the code and logs, and driven to continuously improve system stability, we want you. This is a chance to have a direct, measurable impact on our product’s reliability and our customers' success.
You Will: (Key Responsibilities &amp; Impact)
<ul>
<li>Customer &amp; Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.</li>
<li>Case Management: Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.</li>
<li>Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer, Product Management, R&amp;D, and various Business Units to drive issue resolution.</li>
<li>Process &amp; 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.</li>
<li>Mentorship &amp; Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.</li>
<li>Availability: Participate in an on-call duty rotation for high-severity issues.</li>
</ul>
You Have: (Required Skills &amp; Qualifications)
Professional Experience &amp; Education
<ul>
<li>3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.</li>
<li>Bachelor’s degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics.</li>
<li>Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.</li>
</ul>
Technical Expertise
<ul>
<li>Strong knowledge in web technologies and protocols &amp; proven ability to troubleshoot diverse backend systems.</li>
<li>Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.</li>
<li>Experience with relevant technologies, including:</li>
<ul>
<li>SaaS/Cloud Infrastructure</li>
<li>Network and Web protocols, Security and authorization principles</li>
<li>Database scoping and trends analysis</li>
<li>Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.)</li>
</ul>
</ul>
Attributes &amp; Mindset
<ul>
<li>A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.</li>
<li>Resilience to work in a stressful environment and comply with tight timelines.</li>
<li>Strong service orientation and excellent interpersonal skills.</li>
<li>Comfortable thriving in an ambiguous, ever-changing environment.</li>
<li>Experience working with cross-functional teams and motivating stakeholders for cooperation and action.</li>
</ul>
<h2>Why You’ll Love Working Here</h2>
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.
<h2>Belonging at LivePerson</h2>
We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.
<h3>Accessibility Commitment</h3>
LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.
<h2>Important Candidate Notice</h2>
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.
Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.
LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com
&nbsp;

Senior Application Support Engineer

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.&nbsp;&nbsp;
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.&nbsp;
Overview:
We are seeking a highly skilled and technically competent Senior Support Engineer to join LivePerson's Customer Support team. As a Senior Support Engineer, you will play a crucial role in providing the best solutions to our customers by serving as the senior technical focal point for the EMEA region. Collaborating seamlessly with global customers and internal stakeholders, you will utilize your deep analytical skills, alongside your expertise in web technologies, SQL, and networking, to drive high-impact resolutions and elevate the technical knowledge of the entire support organization.
&nbsp;
You will:&nbsp;
<ul>
<li>Be the senior technical focal point of customer issues raised within the EMEA region.</li>
<li>Troubleshoot and resolve complex technical issues raised by global customers, maintaining high customer satisfaction.</li>
<li>Take ownership of escalated issues and work to resolve advanced technical problems.</li>
<li>Become a Subject Matter Expert for assigned technical areas or platform features, working closely with product developers to build knowledge in support troubleshooting tools and methods.</li>
<li>Act as the primary support liaison between customers, Product Management, Engineering/R&amp;D, and various business units.</li>
<li>Serve as the "voice of the customer," providing valuable insights and feedback to development and service teams regarding recurring issues.</li>
<li>Mentor and educate team members, empowering them to handle technical escalations effectively and reducing the overall number of technical escalations.</li>
<li>Determine pain points, analyze recurring issues, and contribute to the development of processes and requirements for better customer support tools and solutions.</li>
<li>Lead or participate in the Support organization’s internal projects.</li>
</ul>
&nbsp;
You have:
<ul>
<li>Excellent service-oriented verbal and written English communication skills.</li>
<li>Customer-facing skills with the ability to lead complex and sensitive situations, including managing technical bridges.</li>
<li>Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues.</li>
<li>Broad foundational knowledge across web technologies and protocols, including familiarity with the core concepts of networking, APIs, and SDKs.</li>
<li>Good understanding of HTML/CSS and JavaScript.</li>
<li>Good understanding of data retrieval using SQL.</li>
<li>Experience utilizing troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, or logging systems like Kibana and Splunk.</li>
<li>Proactive self-learner with a natural curiosity to solve problems and the ability to extend technical capabilities to new domains.</li>
<li>Resilience to work in a fast-paced, stressful environment and meet tight timelines.</li>
<li>Willingness to be on-call for high-severity issues and work flexible hours, including holidays, weekends, and shift work as needed for crisis management.</li>
</ul>
Education and Experience
<ul>
<li>Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or an equivalent customer-facing position.</li>
<li>Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.</li>
<li>Hands-on application support experience (not IT/helpdesk support) within a SaaS or web company.</li>
<li>Experience working with SaaS/Cloud Infrastructure.</li>
<li>An academic or Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred.</li>
</ul>
Benefits: &nbsp;
<ul>
<li>Health: medical, dental, and vision</li>
<li>Time away: 28 vacation days</li>
<li>Development: Generous tuition reimbursement and access to internal professional development resources.&nbsp;</li>
<li>Additional: Food Vouchers.</li>
<li>#LI-Remote</li>
</ul>
Why you’ll love working here:
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.&nbsp;
Belonging at LivePerson:
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
&nbsp;
&nbsp;
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.&nbsp; This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @<a href="http://liveperson.com/">liveperson.com</a> email address.
LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact&nbsp;<a href="mailto:recruiting-lp@liveperson.com">recruiting-lp@liveperson.com</a>
&nbsp;

Senior Support Engineer

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.&nbsp;&nbsp;
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.&nbsp;
Overview:
We are seeking a Technical Support Engineer to join our Support team. As a Technical Support Engineer level 2, you will play a crucial role in providing exceptional support to our enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.
You will:&nbsp;
<ul>
<li>Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction.</li>
<li>Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs.</li>
<li>Act as the "voice of the customer," providing valuable insights and feedback to the development and service teams on recurring issues.</li>
<li>Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies.</li>
<li>Analyze recurring issues and contribute to developing processes and requirements for improved customer support tools and solutions.</li>
<li>Mentor and educate team members, empowering them to handle technical escalations effectively.</li>
<li>Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.</li>
<li>Be comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment.</li>
</ul>
You have:
<ul>
<li>Minimum of 3 years of experience working as a Tier 2/3 Support Engineer, or equivalent customer-facing position.</li>
<li>Experience supporting enterprise-level customers, preferably with Fortune 500 organizations.</li>
<li>Proven experience in analyzing, troubleshooting, and providing solutions for technical issues of varying complexity.</li>
<li>Knowledge of web technologies and protocols.</li>
<li>Excellent oral and written communication skills in English, with the ability to effectively communicate with enterprise customers via chat, email, and phone, including managing technical bridges during critical situations.</li>
<li>Resilience to work in a fast-paced environment and meet tight timelines.</li>
<li>Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.</li>
<li>Willingness to be on-call for high-severity issues.</li>
<li>Comfortable working in an ambiguous and ever-changing environment.</li>
<li>Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies.</li>
<li>Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support.</li>
</ul>
Preferred Qualifications:
<ul>
<li>Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.</li>
</ul>
Benefits: &nbsp;
<ul>
<li>Health: medical, dental, and vision</li>
<li>Time away: 28 vacation days</li>
<li>Development: Generous tuition reimbursement and access to internal professional development resources.&nbsp;</li>
<li>Additional: Food Vouchers.</li>
<li>#LI-Remote</li>
</ul>
Why you’ll love working here:
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.&nbsp;
Belonging at LivePerson:
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.&nbsp; This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @<a href="http://liveperson.com/">liveperson.com</a> email address.
LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact&nbsp;<a href="mailto:recruiting-lp@liveperson.com">recruiting-lp@liveperson.com</a>
&nbsp;

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