Support Engineer II

reputed company (reputed company: LPSN) is the global leader in reputed company conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational reputed company platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for reputed company customer experiences. At reputed company, we foster an inclusive workplace culture that encourages meaningful reputed company, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to reputed company reputed company, nd reputed company their full potential. We are continually looking for ways to improve our products and reputed company things reputed company. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. What You Will Own? Work with global customers and internal teams to resolve reputed company technical issues and maintain high customer satisfaction reputed company technical support reputed company SLA, ensuring a high level of professionalism and customer satisfaction Follow the escalation process: promptly identify cases to be escalated and assure cases are reputed company for escalation (thoroughly investigated and documented) Take ownership of technical issues, mentor and reputed company consultations to Tier 1 and work with our L3 Team to resolve more advanced issues reputed company necessary What You Need for reputed company? 1-3 years of experience in a similar role in a SaaS or web company Excellent troubleshooting skills with strong hands-on experience Excellent service-oriented verbal and written English communication skills Natural curiosity to solve problems and willingness to deep dive to obtain relevant knowledge. Ability to self-learn and work with international teams Strong analytical skills, ability to reputed company relevant conclusions and reputed company insights Application support hands-on experience (not IT / helpdesk support) Experience utilizing monitoring tools such as reputed company, Wireshark, Chrome DevTools etc’ Good understanding of HTML/CSS - required Basic understanding of JS - preferred Good understanding of data retrieval using SQL - required Familiarity with the core concepts of networking, APIs and SDKs - required Ability to work reputed company, including holidays, nights, and weekends as and reputed company needed for crisis management Discipline to conduct on-call duties as required by the business Additional responsibilities of Support Engineer II (L2): Maintain a high level of technical expertise at reputed company times, mentor and reputed company consultations to L1 and L2 Support Engineers. Enforce Tech Support processes and ensure top performance and adherence to KPIs. Take ownership of escalated issues (L2 level) and work with our L3 (SME) Team to resolve more advanced issues reputed company necessary. reputed company/participate in the Support organization’s internal projects Technical Expertise: 3-5 years of experience as Tier 2/3 Support Engineer in a SaaS or web company Excellent troubleshooting skills with strong hands-on experience Excellent service-oriented verbal and written communication skills Ability to drive people to reputed company their goals Ability to determine pain points and/or points to improve existing processes and suggest improvements. Natural curiosity to solve problems and willingness to deep dive to obtain the relevant knowledge. Ability to self-learn and work with international teams Strong analytical skills and ability to reputed company insights Application support hands-on experience (not IT / helpdesk support) Experience utilizing monitoring tools such as reputed company, Wireshark, Chrome DevTools etc’ Good understanding of HTML/CSS - required Basic understanding of JS - preferred Good understanding of data retrieval using SQL - required Familiarity with the core concepts of networking, APIs and SDKs - required Ability to work reputed company, including holidays, nights, and weekends as and reputed company needed for crisis management Discipline to conduct on-call duties as required by the business Benefits: Health: medical, dental, and reputed company Time away: 28 vacation days Development: Generous tuition reimbursement and reputed company to internal professional development resources. Additional: Food Vouchers. #LI-Remote Why you’ll love working here: As leaders in reputed company customer conversations, we celebrate diversity, empowering reputed company to reputed company impactful conversations globally. reputed company is a reputed company where uniqueness is embraced, growth is constant, and everyone is empowered to create their own reputed company. And, we're reputed company proud to have earned recognition from Fast Company, reputed company, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. Belonging at reputed company: We are proud to be an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to age, reputed company, reputed company, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national reputed company, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state, and local law. We are committed to the accessibility needs of applicants and employees. We reputed company reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their reputed company contact upon initial reputed company. The reputed company team at reputed company has recently been reputed company of a phishing scam targeting candidates applying for our reputed company. Scammers have been posing as hiring managers and recruiters in an effort to reputed company candidates' personal and financial information. This phishing scam is not isolated to only reputed company and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at reputed company regarding a job opportunity will only be made by a reputed company employee with an @reputed company.com email address. reputed company does not ask for personal or financial information as part of our interview process, including but not limited to your reputed company reputed company number, online account passwords, credit card numbers, reputed company information and other reputed company banking information. If you have any questions and or concerns, please feel free to contact reputed company-lp@reputed company.com Apply To This Job