Application Support Engineer III (Tier 3 Support SME) Liveperson
Seattle, WA

Job Description

Liveperson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!

LivePerson is the global leader in conversational commerce solutions and we aim to make life easier by transforming how people communicate with brands. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship - a conversational relationship - with their millions of consumers.

Over the next three years, our goal is to transform the 268 billion analogue phone calls between a brand and its consumers to digital on the LiveEngage platform. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact centre's become a unified experience.

The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and successful organisation.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.



Basic Qualifications:

* 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

We care about you.

LivePerson works hard to create a positive employee experience. Your life outside of the office is important to us. We support our teams with competitive benefits and paid time-off that enables our family to take the time they need to recharge.

We want you to feel part of our LivePerson family.

Team events, daily snacks and happy hours on occasion will help you settle quickly into your new workplace.

You can read more about LivePerson and Our Principles here - https://www.liveperson.com/company/#guiding-principals

Our company believes equal opportunities for both genders is something that has been overlooked for too long.

To shake up the industry, LivePerson CEO Robert Locascio recently launched the Equal AI initiative - established to focus efforts on eradicating gender bias in AI engineering. We are also keen on getting women enthusiastic about software engineering by sponsoring "WomenHack" and "Female's Favor{IT}e Conference" events globally.

LivePerson provides equal employment opportunity without regard to an applicant's race, color, age, national origin, religion, sex, gender identity or expression, sexual orientation, veteran status, disability, pregnancy, genetic information, or any other status protected under applicable law.