Senior Support Engineer
New
L
LivePersonSaaS, Conversational AI
Senior technical focal point for the EMEA region, work flexible hours, including holidays, weekends, and shift work as needed for crisis managementFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or an equivalent customer-facing position.
- Required Skills
- SQLHTMLCSSJavascriptKibanaRESTful APIsNetworking
Requirements
- Minimum of 4 years of experience as a Senior Support Engineer, Tier 3/4 Support Engineer, or equivalent.
- Extensive experience supporting enterprise-level customers, preferably within Fortune 500 organizations.
- Hands-on application support experience in a SaaS or web company.
- Broad foundational knowledge of web technologies, protocols, networking, APIs, and SDKs.
- Proficiency in HTML/CSS and JavaScript.
- Strong understanding of data retrieval using SQL.
- Experience with troubleshooting/monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.
- Excellent service-oriented verbal and written English communication skills.
- Experience leading complex and sensitive customer-facing situations, including managing technical bridges.
- Proactive self-learner with the ability to adapt to new technical domains.
- Resilience to work in a fast-paced environment and meet tight timelines.
- Availability to be on-call and work flexible hours, including weekends and holidays for crisis management.
- Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or related field is preferred.
Responsibilities
- Serve as the senior technical focal point for customer issues raised within the EMEA region.
- Troubleshoot and resolve complex technical issues for global customers to maintain high satisfaction.
- Take ownership of escalated issues and provide advanced technical problem resolution.
- Act as a subject matter expert for assigned technical areas or platform features.
- Serve as the primary support liaison between customers, Product Management, Engineering/R&D, and business units.
- Provide technical feedback and insights to development teams regarding recurring customer issues.
- Mentor and educate team members to improve overall support escalation handling.
- Determine pain points and contribute to the development of better support tools and processes.
- Lead or participate in internal support organization projects.
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