Senior Support Engineer - Open Platform

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. 

Welcome to the Customer Care team at LivePerson! We are a team of more than 70 people located across more than 12 countries in (EMEA, APAC, NA). We are looking for a Senior Support Engineer (all genders) to join our team. You will work in a fast-paced environment on projects spanning different company areas, aiming to enhance and simplify how brands engage with their customers through messaging.

We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, 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: 

• Act as a Subject Matter Expert (SME) in Open Platform, specializing in Java, Javascript, iOS/Android dev languages (Kotlin, Swift), SDK and APIs.
• Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs.
• Serve as the primary point of contact for customer issues, effectively liaising between customers, Product Management, Engineering, and other internal teams.
• Act as the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues.
• Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
• Communicate via chat channel for new and existing issues, ensuring speedy resolution based on customer entitlement and service level targets.
• Analyze recurring issues and contribute to the development of processes and requirements for better customer support tools and solutions.
• Mentor and educate team members, empowering them to handle technical escalations effectively.
• Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
• Be comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment.

Full-time role in EMEA time zone plus on-call duties to address critical customer issues in a fast-paced environment.

You have:

• Minimum of 3 years of experience working as a Tier 3/4 Support Engineer, Developer Support, or equivalent customer-facing position.
• Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
• Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues.
• Strong knowledge of web technologies and protocols.
• Proficiency in troubleshooting different APIs, SDK, Mobile environments and services that support LivePerson's platform end-to-end.
• 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.
• Resilience to work in a fast-paced environment and meet tight timelines.
• Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Willingness to be on-call for high-severity issues.
• Comfortable working in an ambiguous and ever-changing environment.
• Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies.
• Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support.

Preferred Qualifications:

• Strong understanding of modern programming languages and supportive frameworks.
• Experience with relevant technologies, such as JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), daily usage of Postman or equivalent REST clients.
• Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite, etc.), and logging systems (Kibana, Splunk, logstash, etc.).
• Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.

PLEASE NOTE THAT THIS POSITION IS LOCATED IN POLAND. ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN POLAND.

Benefits:  

• Annual Leave extended to a limit of 28 days (regardless of seniority);
• Additional days supporting employee wellbeing - Care Days (up to 5 days per year)
• 2 additional days of Volunteering per year (you choose how to use them, the important thing is that you do something good!)
• Remote first company with offices in the centre of Katowice and Warsaw
• Modern equipment (MacBook Pro)
• Employee bonus available to each employee (up to 20% of annual salary, depending on the position, depending on the position, annual assessment and annual results of the company)
• Monthly meetings with delicious lunches in the Office! 

Belonging at LivePerson: 

Equal opportunities and the autonomous participation of people with severe disabilities and those with equivalent status, as well as respectful collaboration, are given at LivePerson. We warmly welcome applicants with disabilities or equivalent status. If you have any questions or require accommodations to create the best possible work environment at LivePerson, please don't hesitate to let us know.