Senior Application Support Engineer

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October

Senior Application Support Engineer

Liveperson Inc - Melbourne, VIC

IT

Source: uWorkin

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 environment.
• Experience working with cross-functional teams and motivating stakeholders for cooperation and action.

Opportunity Type

Liveperson Inc

Melbourne, VIC

IT

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