Support Engineer III

Location: India Remote

Work Timings: 5 PM to 3 AM IST

LivePerson (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 LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

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 US hours (5pm - 3am IST), leveraging your 5-7 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!

Key Responsibilities:

Work during US hours 5pm - 3am (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 LivePerson’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 LivePerson 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.

Your qualifications are:

5-7 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 LivePerson 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