Senior Support Engineer -Data SME

Profile

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.
At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.
Overview:
We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will help provide exceptional support to our enterprise-level customers, using your expertise in data platforms and reporting, and showcasing your outstanding troubleshooting skills.
You will report to the Regional Support Director.
You will:
Be a Subject Matter Expert (SME) in Data, specialising in Data Platforms, ETL, Big Data, Hadoop, and more.
Troubleshoot and resolve complex technical issues raised by customers, ensuring resolution within Service level agreements.
Be the primary contact for customer issues, liaising between customers, Product Management, Engineering, and other teams.Be the voice of the customer and provide valuable insights and feedback on the development and service teams for recurring issues.
Collaborate with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
Analyse recurring issues and contribute to the development of processes and requirements for better customer support solutions.
Mentor and educate team members, empowering them to handle technical escalations.
Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
Be comfortable with 24/7 shift work and on-call duties to address important customer issues and work during normal US/ APAC business hours
You have:
Minimum of 3 years of experience working as a Tier 3/4 Support Engineer or equivalent customer-facing position.
Experience supporting enterprise-level customers at Fortune 500 organisations.
Expertise in analysing, troubleshooting, and providing solutions for deep and complex technical issues.
Knowledge of web technologies and protocols.
Proficiency in troubleshooting different backend systems that support our platform end-to-end.
Experience communicating with enterprise customers by chat, email, and phone, including managing technical bridges during important situations.
Service orientation, with the ability to collaborate across teams.
Willingness to be on-call for high-severity issues.
Openness to acquire new knowledge and learn new technologies.
Experience initiating new projects to improve processes and customer support.
Experience with object-oriented languages and server-side scripting.
Experience with relevant technologies, such as SaaS and Cloud Infrastructure (AWS, GCP, Azure), Data Platforms (MicroStrategy) Big Data and NoSQL (Hadoop, Vertica, CouchBase).
Proficiency in scoping and trends analysis using databases, monitoring tools (Grafana, Graphite), and logging systems (Kibana, Splunk, logstash).
Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.
Benefits:
Health: medical, dental, and vision
Time away: vacation and holidays
Development: Native AI learning and Fast track growth opportunities
Equal opportunity employer
#LI-Remote
Why you'll love working here:
LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. 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 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 with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

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