Teams at LivePerson

Owns complex, high-severity customer support cases for a SaaS platform, conducting backend investigations using code, logs, monitoring tools, databases, and web protocols. Serves as the senior escalation point and liaison between customers, support, product, and engineering teams. The role also mentors support staff, scales troubleshooting knowledge, improves support tools and processes, manages cases within SLAs, and participates in an on-call rotation.