Support Engineer II
New
L
LivePersonConversational AI
BulgariaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1-5 years of experience in a similar role in a SaaS or web company
- Required Skills
- SQLHTMLCSSJavascriptRESTful APIsNetworking
Requirements
- 1-3 years of experience in a similar role in a SaaS or web company (Tier 1/2)
- 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 English communication skills
- Application support hands-on experience (not IT/helpdesk support)
- Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools
- Good understanding of HTML/CSS
- Basic understanding of JS
- Good understanding of data retrieval using SQL
- Familiarity with the core concepts of networking, APIs and SDKs
- Ability to work flexible hours, including holidays, nights, and weekends
- Discipline to conduct on-call duties
Responsibilities
- 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
- Follow the escalation process by promptly identifying and documenting cases for escalation
- Take ownership of technical issues, mentor and provide consultations to L1/L2 teams
- Work with L3 teams to resolve advanced issues
- Enforce Tech Support processes and ensure top performance and adherence to KPIs
- Lead or participate in the Support organization’s internal projects
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