Escalation Engineer

LivePerson   •  

Alpharetta, GA

Less than 5 years

Posted 239 days ago

This job is no longer available.

LivePerson is the global leader in digital communication solutions and we aim to make life easier by transforming how people communicate with brands. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, and The Home Depot, use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers.


Join this digital revolution and work on one of the biggest OpenStack cloud services in the world! We invest heavily in artificial intelligence, bots, big datatechnologies, real-time analytics and messaging solutions, all hosted on our dynamic open platform.

What You Will Own?

  • Apply your Java, database, web API and UI expertise to solve critical customer escalations to R&D from our Technical Support and Production teams
  • Figuring out ways to "trace the bug" utilizing state of the art troubleshooting techniques and all the tools and systems available within the R&D organization, including complex debugging.
  • Identifying root causes, recommend test cases and fixes, and developing new debugging tools while working closely with product teams and R&D scrum teams
  • Providing timely and fresh information to customer facing teams to improve overall customer satisfaction
  • Mentoring Technical Support on technical issues and best practices
  • Building relationships with other teams across Customer Services, R&D, and Production as a technical expert
  • Championing Supportability and Debuggability initiatives throughout R&D
  • Act as the liaison that facilitates cooperation among the different technical teams in incident resolution and ensure uptime standards of our cloud

 What You Need for Success?

  • Bachelor's Degree. BA/BSc  in Computer Science or equivalent (Must)
  • Exceptional troubleshooting, problem-solving and debugging skills
  • Minimum 3 years of Java, Javascript  or C++ development experience
  • Excellent written and verbal communication skills (clear bug/issue explanations and documentation of knowledge)
  • Verifiable curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits