Support Engineer II at Liveperson

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. Position Overview: The Support Engineer II (L2) is a fully qualified, professional and Subject Matter Expert (SME) who provides advanced technical assistance within a 24/7 global operation. Reporting to the Support Engineer Manager, this role sits within our Global Services organization. You will act as the primary technical focal point for complex investigations, bridging the gap between customers, field teams, and Engineering to resolve uncommon incidents and promote platform stability. The single most important outcome for this role is the successful resolution of escalated, high-impact technical cases while proactively guiding internal and external stakeholders to meet all Service Level Targets (SLTs). You Will: Key Responsibilities & Impact • Advanced Case Management: Own the end-to-end investigation and resolution of complex and uncommon technical cases escalated by customers, acting as the SME for assigned technical areas. • Engineering Collaboration: Report, track, and promote issues and bugs with Engineering, working closely with product leaders and developers to ensure long-term fixes. • Stakeholder Guidance: Educate and proactively guide internal field teams and external customers with advanced technical knowledge, troubleshooting tools, and specialized methods. • Process Excellence: Manage escalated incidents across multiple channels to consistently meet or exceed SLTs and KPIs. • Technical Leadership: Assess unusual circumstances using sophisticated analytical techniques to identify root causes and suggest creative variations in troubleshooting approaches. • Knowledge Management: Create and maintain high-quality technical documentation and runbooks to improve team efficiency and scale support capabilities. You Have: Required Skills & Qualifications • Professional Experience: Typically requires a minimum of 4 years of related technical experience with a Bachelor’s degree, or 2 years with a Master’s degree, or equivalent practical experience. • Technical Expertise: Complete knowledge and full understanding of professional disciplines within technical support, including the ability to resolve a wide range of issues in creative ways. • Problem-Solving Skills: Proven ability to work on problems of diverse scope where analysis of information requires evaluation of identifiable factors and the adaptation of existing approaches. • Communication & Persuasion: Exceptional communication skills with the ability to enhance relationships and networks with senior partners, often requiring persuasion and the adaptation of style to differing audiences. • Independence: A proactive mindset with the ability to work independently, determining methods and procedures on new assignments and acting as a facilitator or team leader when necessary. • Operational Flexibility: Ability to work in a 24/7 or business hours role, displaying a calm demeanor in critical situations. Our Benefits & Perks: We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. 🏥 Health & Wellbeing • Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. • Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security. • Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members. 👨‍👩‍👧‍👦 Time Away & Flexibility • Generous parental leave policy • LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. Once your annual leave is exhausted, we provide an extra 5 days of LP Care Days to ensure you have the time to recharge and show up as your best self. 💰 Financial & Growth • Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth. • Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential. 💻 Workplace Flexibility • Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated offices in Sydney and Melbourne for those who wish to meet colleagues or collaborate in person. Why You’ll Love Working Here As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space. Belonging at LivePerson We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law. Accessibility Commitment LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection. Important Candidate Notice: The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [Upgrade to PRO to see contact]