Senior Application Support Engineer

Location: Melbourne, VIC (Required: 1 day/week in the Melbourne office)

LivePerson (NASDAQ: LPSN) is pioneering trusted enterprise Conversational AI and digital transformation. The world's leading brands rely on our award-winning Conversational Cloud platform to connect with millions of consumers, powering nearly a billion conversational interactions every month. Named the #1 Most Innovative AI Company by Fast Company, we offer uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes.

As a Senior Application Support Engineer, you won't just support our products, you'll be the ultimate Subject Matter Expert (SME) for LivePerson’s cutting-edge platform. This role is for a technically fearless individual who thrives on deep backend investigations. You'll dive into complex, high-stakes customer issues, serving as the critical bridge between our Global Support organization and Product Development teams.  Your core mission is to solve problems no one else can, then scale that knowledge by building internal expertise and defining next-generation troubleshooting tools and methods. If you're passionate about mentoring others, comfortable getting your hands dirty in the code and logs, and driven to continuously improve system stability, we want you. This is a chance to have a direct, measurable impact on our product’s reliability and our customers' success.

• Customer & Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.
• Case Management: Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
• Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer, Product Management, R&D, and various Business Units to drive issue resolution.
• Process & Knowledge Scaling: Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
• Mentorship & Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
• Availability: Participate in an on-call duty rotation for high-severity issues.

We are looking for a driven, customer-focused professional with:

Professional Experience & Education

• 3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent external customer-facing position.
• Bachelor’s degree in a technical field such as Information Technology, Computer Science, Engineering, or Mathematics.
• Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.

Technical Expertise

• Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse backend systems.
• Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or similar) queries.
• Experience with relevant technologies, including:
• SaaS/Cloud Infrastructure
• Network and Web protocols, Security and authorization principles
• Database scoping and trends analysis
• Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.)

Attributes & Mindset

• A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies.
• Resilience to work in a stressful environment and comply with tight timelines.
• Strong service orientation and excellent interpersonal skills.
• Comfortable thriving in an ambiguous, ever-changing environment.
• Experience working with cross-functional teams and motivating stakeholders for cooperation and action.

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

• 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.
• Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company.
• Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP).

• LP Care Days: You receive 5 additional paid "LP Care Days" per year for personal, family, or well-being needs.
• 12 weeks generous parental leave policy (primary career).
• Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility.

• Employee Stock Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success.
• Learning & Development: Robust programs and allocated stipends to support your professional journey.

As leaders in enterprise customer conversations, we celebrate diversity and empower 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.

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation.

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 should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates. Scammers may pose as hiring managers and recruiters.

Please Note:

• Any communication from our hiring teams 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 (e.g., social security number, passwords, credit card numbers).

If you have any questions, please feel free to contact [email protected].

#ConversationalAI #RemoteJobs #LivePerson