Sr. Technical Support Engineer (L3/SME)

As a Senior Technical Support Engineer at LivePerson, your responsibilities include being the primary technical contact for customer issues referred by the second-level support team, resolving complex technical problems within set SLAs, and facilitating communication among customers, product management, and R&D teams. Your expertise will also guide mentorship for junior staff to minimize escalations and improve overall service quality.

Candidates for the Senior Technical Support Engineer role at LivePerson should have a minimum of 5 years of experience in technical support, particularly with complex troubleshooting. A bachelor's degree in Information Science, Technology, or a related field is preferred. Strong communication skills in English and proficiency with SQL and various web technologies are necessary for effective customer interactions and issue resolution.

To thrive as a Senior Technical Support Engineer at LivePerson, develop strong problem-solving skills, stay updated with cloud technologies, and cultivate excellent communication abilities. Being proactive in learning new systems and mentoring others will also contribute to not just your growth, but the effectiveness of the support team.

At LivePerson, as a Senior Technical Support Engineer, you will work in a flexible, remote environment that encourages collaboration and innovation. Our culture is built around inclusivity, teamwork, and a growth mindset, meaning you’ll often find opportunities to learn new skills and tackle ambitious projects, all while receiving the support needed to thrive.

As a Senior Technical Support Engineer at LivePerson, you’ll enjoy various benefits including comprehensive health coverages (medical, dental, and vision), ample vacation time, opportunities for professional development, and a supportive work culture that emphasizes work-life balance and personal growth.

In your answer, provide specific examples of challenging issues you resolved, detailing the problem, your approach to troubleshooting, and the outcome. Highlight your analytical skills and describe how you leveraged teamwork or resources effectively.

Discuss your methods for prioritizing urgent tasks, such as assessing impact, recognizing deadlines, and communicating effectively with stakeholders. Share practical examples to illustrate how you've managed competing priorities successfully.

Emphasize your ability to translate complex technical jargon into easy-to-understand language, using analogies or visuals if necessary. Mention any experiences you have had where you successfully presented technical solutions to diverse audiences.

Detail your hands-on experience with cloud technologies and SQL, mentioning any specific platforms or databases you have worked with. Describe your familiarity with various tools and your ability to troubleshoot issues that arise within these environments.

Discuss the challenges you anticipate, such as keeping up with rapidly evolving technologies or managing customer expectations during high-stress situations. Highlight your resilience and adaptability in overcoming these challenges.

Provide examples of specific improvements you've made in past roles, focusing on processes that enhanced efficiency or customer satisfaction. Highlight your proactive approach in identifying areas for enhancement.

Share a specific instance where you guided a less experienced team member, outlining the situation, your mentorship approach, and the results of your efforts, demonstrating your leadership and communication skills.

Discuss the resources you use to stay informed about industry developments, such as online courses, webinars, or professional organizations. Share any recent insights that you applied to your job.

Before your interview, familiarize yourself with LivePerson’s offerings, especially the Conversational Cloud platform. Talk about its significance in enhancing customer engagement and share any insights on how it integrates AI with business communication.

Explain how your values align with LivePerson’s inclusive culture. Talk about your enthusiasm for collaboration and innovation, and share any specific initiatives you've taken in past roles to foster a positive work environment.