Tier 2 Support Tech Lead

  • Company:
    LivePerson, Inc
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    7 hours ago
  • Category:

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including Citi, HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled – whatever they are.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You can build partnerships that move our business forward

You build code that is simple, understandable, and clean

You see feedback or failure as motivation to learn and to grow 

You believe data-driven decision making is the norm

You relate to our core principles () and want to work with Conversational AI experts

What You Will Own?

  • Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction
  • Maintain a high level of technical expertise at all times, mentor and provide consultations to Tier 2 Support Engineers.
  • Enforce Tier 2 processes and ensure top performance and adherence to KPIs.
  • Take ownership of technical issues (Tier 2 level) and work with our Tier 3 Team to resolve more advanced issues when necessary
  • Lead/participate in the Support organization’s internal projects
  • What You Need for Success?

  • 3-5 years of experience as Tier 2/3 team lead in a SaaS or web company
  • Excellent troubleshooting skills with strong hands-on experience
  • Excellent service oriented verbal and written communication skills
  • Ability to drive people to achieve their goals
  • Ability to determine pain points and/or points to improve in existing processes and suggest improvements.
  • Natural curiosity to solve problems and willingness to deep dive to obtain the relevant knowledge.
  • Ability to self-learn and work with international teams
  • Strong analytical skills and ability to provide insights
  • Application support hands-on experience ( not IT / helpdesk support )
  • Experience utilizing monitoring tools such as Fiddler, Wireshark, Chrome DevTools etc’
  • Good understanding of HTML/CSS – required
  • Basic understanding of JS – preferred
  • Good understanding of data retrieval using SQL – required
  • Familiarity with the core concepts of networking, APIs and SDKs – required
  • Why you’ll love working here:

    LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

    At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. 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 regardless of criminal histories, consistent with legal requirements.