Senior Support Engineer - Open Platform - Remote

Overview

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.

In Short

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

Requirements

• Minimum of 5 years of experience working as a Tier 3/4 Support Engineer, Developer Support, or equivalent customer-facing position - MUST
• Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations - advantage
• Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues - MUST
• 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.

Benefits

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Food Vouchers.