Hybrid Senior Application Support Engineer

at LivePerson

• Job title: Senior Application Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: A$22,500 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Grafana, Graphite, JavaScript, Splunk, SQL
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Senior Application Support Engineer resolving complex backend issues at LivePerson. Acting as Subject Matter Expert and mentoring support team in innovative troubleshooting solutions.

Responsibilities

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

Requirements

• 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.
• 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.)

Benefits

• 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.