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Support Engineer

LivePerson - Melbourne, VIC

Source: uWorkin


LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if: 

  • You can operate in a fast paced, dynamic environment
  • You can build partnerships that move our business forward
  • You build code that is simple, understandable, and clean
  • You see feedback or failure as motivation to learn and to grow 
  • You believe data-driven decision making is the norm
  • You relate to our core principles (link) and want to work with Conversational AI experts

The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and successful organization. The LivePerson Support team is seeking Senior Engineers to act as Subject Matter Experts. We are looking for creative individuals who enjoy solving problems and mentor others, working with customers, and have technical backgrounds from a variety of areas. This role supports our products that focus on Backend Systems. As the SME you will be troubleshooting and resolving complex issues from customers. Our SMEs are also the “voice of the customer” and have a strong voice into the development teams for recurring issues while putting requirements for better tools to support our customers in the area of expertise. If you’re experienced with Backend Systems investigations and you are more than comfortable “getting your hands dirty”, then we’re looking for you!

In this role you will:

  • Be the senior technical focal point of customer issues raised by the 2nd level.
  • Own and work on assigned cases and responsible to resolve issues raised within SLAs.
  • Interact with LivePerson’s customers, while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
  • Act as the Subject Matter Expert for LivePerson products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods.
  • Analyze recurring issues and put processes and requirements for tools to better support our customers.
  • Mentor and educate 2nd tier personnel in order to reduce the number of technical escalations.
  • This position might require traveling, overtime, and on-call duty 24/7.

Your qualifications are:

  • 3 years of experience working as a Tier 3/4 Support engineer or equivalent customer-facing position.
  • Experience with analyzing, troubleshooting, and providing solutions for deep and complex technical issues
  • Strong knowledge in web technologies and protocols.
  • Strong proficiency and ability to troubleshoot different backend systems that support the LivePerson platform end to end.
  • Excellent oral and written communication skills (fluent in English).
  • Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.
  • Resilience to work in a stressful environment and comply with a tight timeline and - Strong service orientation and interpersonal skills.
  • Experience working with cross-functional teams and to motivate others for cooperation and action.
  • Ability to act as on-call for high severity issues.
  • Comfortable in an ambiguous, ever-changing environment
  • Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies
  • Self-manage skills and ability to come up with new initiatives.
  • Ability to travel to customer sites

Preferred Qualifications: 

  • Basic understanding of object-oriented languages and server-side scripting.
  • Experience with relevant technologies that could include the following:
  • - SaaS\Cloud Infrastructure.
  • - Network and Web protocols.
  • - Web and App Servers.
  • - IaaS/PaaS technologies.
  • - Security and authorization principles.
  • Scoping and trends analysis via DB, monitoring tools (Grafana, Graphite, etc’) and logging systems (Kibana, Splunk, etc’)
  • Bachelor’s degree in Information Science / Information Technology / Computer Science / Engineering / Mathematics

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.