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LivePerson

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1.0

based on 1 Review

11 LivePerson Jobs

Sr. Technical Support Engineer (L3/SME)

LivePerson

1.0

based on 1 Review

6-10 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Sr. Technical Support Engineer (L3/SME)

LivePerson

posted 1mon ago

Job Role Insights

Key skills for the job

Computer Science SQL Cloud Computing Information Technology Backend Product Management

+ 3 more

Job Description

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, RD, 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.

You have:

5+ years of related experience.
Experience with analyzing, troubleshooting and providing solutions for deep and complex technical issues
Knowledge in web technologies and protocols.
Proficiency with Structured Query Language (SQL).
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.
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.
- Big data, analytics and event processing 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 - an advantage.