Senior Support Engineer

LivePerson

. Serve as the senior technical focal point for customer issues in the EMEA region .

Posted 11/3/2026full-timeRemote • BulgariaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex technical issues and providing solutions while maintaining high customer satisfaction. Possesses strong communication skills and the ability to mentor team members in a fast-paced support environment.

Highest-signal resume keywords

Technical Issue TroubleshootingCustomer-Facing SkillsSaaS/Cloud Infrastructure SupportHTML/CSS and JavaScript UnderstandingExperience with Monitoring Tools

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical Problem SolvingSQL Data RetrievalWeb Technologies KnowledgeAPIs and SDKs FamiliarityApplication Support Experience

Soft Skills

Excellent Communication SkillsProactive Self-LearnerResilience Under PressureCuriosity and Problem-Solving Ability

Tools & Technologies

FiddlerWiresharkChrome DevToolsKibanaSplunk

Industry Keywords

Senior Support EngineerTier 3/4 Support EngineerEnterprise-Level Customer SupportFortune 500 ExperienceComputer Science Degree

Tech Stack

Tools & technologies

CloudJavaScriptSplunkSQL

About the role

Key responsibilities & impact

Serve as the senior technical focal point for customer issues in the EMEA region
Troubleshoot and resolve complex technical issues for global customers while maintaining high customer satisfaction
Own and resolve escalated and advanced technical problems
Become a Subject Matter Expert for assigned technical areas or platform features
Work with product developers to build knowledge in support troubleshooting tools and methods
Act as the primary support liaison between customers, Product Management, Engineering/R&D, and business units
Provide customer insights and recurring-issue feedback to development and service teams
Mentor and educate team members to handle technical escalations effectively
Identify pain points, analyze recurring issues, and contribute to improved support tools, processes, and requirements
Lead or participate in internal Support organization projects

Requirements

What you’ll need

Excellent service-oriented verbal and written English communication skills
Customer-facing skills with the ability to lead complex and sensitive situations, including managing technical bridges
Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues
Broad foundational knowledge across web technologies and protocols, including networking, APIs, and SDKs
Good understanding of HTML/CSS and JavaScript
Good understanding of data retrieval using SQL
Experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, and Splunk
Proactive self-learner with curiosity and problem-solving ability
Resilience to work in a fast-paced, stressful environment and meet tight timelines
Willingness to be on-call for high-severity issues and work flexible hours, including holidays, weekends, and shift work
Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or equivalent customer-facing position
Extensive experience supporting enterprise-level customers, preferably Fortune 500 organizations
Hands-on application support experience within a SaaS or web company, not IT/helpdesk support
Experience working with SaaS/Cloud Infrastructure
Academic or Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred

Benefits

Comp & perks

Health: medical, dental, and vision
Time away: 28 vacation days
Development: Generous tuition reimbursement and access to internal professional development resources
Additional: Food Vouchers
Flexible hours, including holidays, weekends, and shift work as needed for crisis management
On-call availability for high-severity issues