Senior Support Engineer - Open Platform

Job Description

LivePerson is seeking a Senior Support Engineer to join their Customer Care team. The Senior Support Engineer will provide support to enterprise-level customers, leveraging expertise in cloud technologies and troubleshooting skills. This role involves working in a fast-paced environment on projects spanning different company areas, aiming to enhance and simplify how brands engage with their customers through messaging.Responsibilities include:

• Acting as a Subject Matter Expert (SME) in Open Platform, specializing in Java, Javascript, iOS/Android dev languages (Kotlin, Swift), SDK and APIs.
• Troubleshooting and resolving complex technical issues raised by customers, ensuring timely resolution within SLAs.
• Serving as the primary point of contact for customer issues, effectively liaising between customers, Product Management, Engineering, and other internal teams.
• Acting as the "voice of the customer" and provide valuable insights and feedback to the development and service teams for recurring issues.
• Collaborating closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies.
• Communicating via chat channel for new and existing issues, ensuring speedy resolution based on customer entitlement and service level targets.
• Analyzing 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.
• Demonstrating a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands.
• Being comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment.

Requirements:

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

LivePerson offers:

• Annual Leave extended to a limit of 28 days.
• Additional Care Days (up to 5 days per year).
• 2 additional days of Volunteering per year.
• Remote first company with offices in the centre of Katowice and Warsaw
• Modern equipment (MacBook Pro)
• Employee bonus available to each employee (up to 20% of annual salary, depending on the position, annual assessment and annual results of the company)
• Monthly meetings with delicious lunches in the Office!