Support Engineer III

Support Engineer III

Live Person (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 Live Person the #1 Most Innovative AI Company in the world.

Are you an experienced technical expert ready to take on a Tier 3 Subject Matter Expert (SME) role focusing on Conversational AI? We are seeking a highly skilled and resilient individual to serve as the senior technical focal point for our customers, resolving the most complex and deep-level technical issues within strict SLAs.

You will work APAC hours (3:30am - 12:30pm IST), leveraging your 7+ years of experience with SQL, code (Java/JavaScript/HTML), and SaaS/Cloud infrastructure to troubleshoot our platform end-to-end. Beyond technical resolution, you will act as a critical liaison between the customer, R&D, and Product teams, mentoring global team members, and driving systemic process improvements. If you thrive in a fast-paced, data-driven environment, see failure as fuel for growth, and are ready to be the definitive technical authority for our platform, apply now!

• Work during APAC hours 3:30 AM- 12:30 PM IST (including breaks)
• Be the senior technical focal point for customer issues.
• Own and work on assigned cases and are responsible for resolving issues raised within SLAs.
• Interact with Live Person's customers while acting as the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
• Act as the Subject Matter Expert for Live Person 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 global team members in order to improve team performance.
• This position might require travelling, overtime, and on-call duty 24/7.

• 7+ years of related experience.
• Can read and understand Java/JavaScript/HTML code
• Proficiency with Structured Query Language (SQL).
• Experience with analysing, troubleshooting, and providing solutions for deep and complex technical issues
• Knowledge of web technologies and protocols.
• Ability to troubleshoot different backend systems that support the Live Person 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 - Strong service orientation and interpersonal skills.
• Experience working with cross-functional teams and motivating 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-management skills and the 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 authorisation 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.

• Personal time off 15 days - Casual (5) days & Care Days (5)
• Medical Insurance: 8 Lakhs Family Floater that covers employee, spouse, 3 children and parents or In-laws
• Group Personal Accident: 3x of the employee's Gross Salary
• Group Term Life: 3x of the employee's Gross Salary
• Volunteering Days Use them to make a difference in your community. Whether it's a cleanup, supporting a local initiative or holding an "Ehrenamt", just let us know! We're here to help you create a meaningful impact.

• Employee Stock Program (ESPP):
  Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to share in Live Person's success.
• 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.

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. Live Person is a…