LivePerson
SaaS
SupportEngineerII
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Engineer II at LivePerson. Skills: Troubleshooting, Customer support, Technical expertise. Resolve complex technical issues. Maintain high customer satisfaction”
What You'll Achieve.
Maintain high customer satisfaction; Ensure top performance and adherence to KPIs
Industry & Context.
Excellent troubleshooting skills; Natural curiosity to solve problems; Analytical skills; Ability to make relevant conclusions; Provide insights; Determine pain points; Suggest improvements
Ability to work flexible hours, Conduct on-call duties
What They're Looking For.
Must Have
1-3 years of experience in a similar role in a SaaS or web company, Excellent troubleshooting skills with hands-on experience, Excellent service-oriented verbal and written English communication skills, Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge, Ability to self-learn and work with international teams, analytical skills, ability to make relevant conclusions and provide insights, Application support hands-on experience, Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc, Good understanding of HTML/CSS, 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 as and when needed for crisis management, Discipline to conduct on-call duties as required by the business, 3-5 years of experience as Tier 2/3 Support Engineer in a SaaS or web company, Ability to drive people to achieve their goals, Ability to determine pain points and/or points to improve existing processes and suggest improvements
Nice to Have
Basic understanding of JS
What You'll Do.
Resolve complex technical issues
Maintain high customer satisfaction
Provide technical support within SLA
Follow escalation process
Take ownership of technical issues
Mentor and provide consultations to Tier 1
Work with L3 Team to resolve advanced issues
Maintain high level of technical expertise
Enforce Tech Support processes
Ensure top performance and adherence to KPIs
Take ownership of escalated issues
Lead/participate in Support organization's internal projects
How You'll Work.
Team & Collaboration
Work with global customers; Work with internal teams; Work with international teams; Work with L3 Team
Communication Scope
Service-oriented verbal communication; Service-oriented written communication; English communication
Full Job Description
LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences. At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. What You Will Own? 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 and customer satisfaction Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented) Take ownership of technical issues, mentor and provide consultations to Tier 1 and work with our L3 Team to resolve more advanced issues when necessary What You Need for Success? 1-3 years of experience in a similar role in a SaaS or web company Excellent troubleshooting skills with strong hands-on experience Excellent service-oriented verbal and written English communication skills Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge. Ability to self-learn and work with international teams Strong analytical skills, ability to make relevant conclusions and provide insights Application support hands-on experience (not IT / helpdesk support) Experience
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