Senior Support Engineer - Tier 3

LivePerson 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 at LivePerson, you'll be more than a technical problem solver—you'll be the go-to expert behind the reliability and performance of our platform. We're looking for someone who loves a challenge, thrives on solving complex technical puzzles, and isn't afraid to dig deep into code, logs, and backend systems to uncover answers others can't. You'll take ownership of our most challenging customer issues, partnering closely with Global Support and Product Development to turn critical escalations into lasting solutions. You'll help shape how we solve problems across the organization—developing smarter tools, sharing your expertise, mentoring fellow engineers, and driving improvements that make our platform stronger and more resilient. If you're naturally curious, technically driven, and energized by the opportunity to become the expert others turn to when the stakes are high, this is your chance to make a real impact. At LivePerson, your expertise won't just resolve today's challenges; it will help define how we support our customers tomorrow. You Will: (Key Responsibilities & Impact) - Own Complex Technical Challenges: Serve as the senior technical expert and escalation point for our most complex, high-priority customer issues, leading deep technical investigations and driving issues through to resolution. - Drive End-to-End Resolution: Take full ownership of assigned cases, from initial investigation through resolution, ensuring timely outcomes within established SLAs while delivering an exceptional customer experience. - Bridge Support & Engineering: Collaborate closely with customers, Product Management, R&D, and cross-functional teams to troubleshoot critical issues, identify root causes, and deliver effective, lasting solutions. - Shape Smarter Support Solutions: Become a trusted Subject Matter Expert (SME) for LivePerson's platform, partnering directly with Product Development to identify recurring challenges, improve troubleshooting processes, and influence the development of new diagnostic tools and methods. - Elevate the Team: Share your expertise through mentorship, knowledge sharing, and technical guidance, empowering fellow engineers to solve problems more efficiently and strengthening the team's overall technical capabilities. - Support Business-Critical Operations: Participate in an on-call rotation, providing expert technical support when high-severity issues arise. You Have: (Required Skills & Qualifications) Professional Experience & Education - 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. 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. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. Belonging at LivePerson 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. Accessibility Commitment 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. Important Candidate Notice 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 [email protected]