--- title: 'Senior Application Support Engineer at LivePerson' canonical: 'https://feeny.ai/job/senior-application-support-engineer-liveperson-melbourne-x36dbb8qx5ns' type: 'job' last_seen: '2026-10-20' --- # Senior Application Support Engineer at LivePerson - **Company:** LivePerson - **Location:** Melbourne, Australia - **Posted:** 2026-10-02 - **Last confirmed live:** 2026-10-20 - **Apply:** https://job-boards.greenhouse.io/liveperson/jobs/8204559 ## Job description LivePerson 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. ## Overview As a Senior Application Support Engineer, you won't just support our products—you'll be the ultimate Subject Matter Expert (SME) for LivePerson’s cutting-edge platform. This role is for a technically fearless individual who thrives on deep backend investigations. You'll dive into complex, high-stakes customer issues, serving as the critical bridge between our Global Support organization and Product Development teams. Your core mission is to solve problems no one else can, then scale that knowledge by building internal expertise and defining next-generation troubleshooting tools and methods. If you're passionate about mentoring others, comfortable getting your hands dirty in the code and logs, and driven to continuously improve system stability, we want you. This is a chance to have a direct, measurable impact on our product’s reliability and our customers' success. You Will: (Key Responsibilities & Impact) - Customer & Technical Ownership: Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues. - Case Management: Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs. - Cross-Functional Liaison: Act as the support liaison and critical bridge between the customer, Product Management, R&D, and various Business Units to drive issue resolution. - Process & Knowledge Scaling: Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods. - Mentorship & Team Elevation: Mentor and educate the wider support team to increase internal knowledge and drive down case processing time. - Availability: Participate in an on-call duty rotation for high-severity issues. You Have: (Required Skills & Qualifications) Professional Experience & Education - 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. Technical Expertise - 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.) Attributes & Mindset - A self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies. - Resilience to work in a stressful environment and comply with tight timelines. - Strong service orientation and excellent interpersonal skills. - Comfortable thriving in an ambiguous, ever-changing environment. - Experience working with cross-functional teams and motivating stakeholders for cooperation and action. ## Why You’ll Love Working Here As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. Belonging at LivePerson We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law. Accessibility Commitment LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection. Important Candidate Notice The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com ## About LivePerson ## Company Overview - **One-liner**: LivePerson provides an enterprise-grade conversational AI platform that orchestrates AI and human agents across digital channels to power customer interactions for leading global brands. - **Entity Type**: Public (Nasdaq: LPSN; also listed on the Tel Aviv Stock Exchange) - **Headquarters**: New York, New York, USA (Chelsea district) - **Founded**: 1995 (incorporated November 1995; service introduced November 1998; IPO April 2000) - **Founders**: Not publicly listed as a single founder on the primary company page; the company was incorporated in Delaware in 1995 by early-stage founders (historical records indicate Robert P. Locascio as a co-founder/former CEO). ## Core Business - **Primary industry/industries**: Conversational AI, Customer Experience (CX) Software, Contact Center Automation, Enterprise SaaS, Generative AI - **Target customers**: B2B, primarily large enterprises (Global Fortune 500 brands across banking, telco, retail, airlines, technology); also mid-market businesses via partners - **Mission or purpose statement**: To empower brands to unlock the power of conversations with the confidence of predictable AI, turning CX from a cost center into a growth engine. ## Products & Services - **Autopilot**: LLM-powered automation that handles customer conversations end-to-end, achieving high containment rates without human intervention. - **Copilot (Assist, Summary, Rewrite)**: LLM-powered agent tools that provide real-time assistance, conversation summarization, and message rewriting to boost agent productivity and quality. - **Conversation Intelligence (Generative Insights, Analytics Studio)**: Unified analytics that turns conversation data into actionable business insights, measuring AI performance, agent effectiveness, and ROI. - **Orchestration & Routing**: Smart routing of conversations between AI agents, human agents, and third-party LLMs, with voice-to-messaging capabilities. - **Engagement Solutions**: Proactive messaging, personalized web/mobile campaigns, and omnichannel engagement. - **Integrations**: Open platform with an extensible API stack (40+ APIs/SDKs), including partnerships with Avaya, Salesforce, Workato (iHub workflows), and brings-your-own-LLM capabilities. ## Market Standing - **Valuation/Market Cap**: As of the most recent public filings (March 2026 10-K), market cap fluctuates; for current live figures, refer to financial markets. Not disclosed here. - **Key Metric**: Public company — Annual Revenue reported in latest 10-K (March 2026 filing). Over 1,000 global enterprise customers (18k+ brands total), powering nearly 1 billion conversational interactions per month. - **Notable Investors/Partners**: Publicly traded on Nasdaq and TASE; customers include 25% of Global Fortune 500 banks, 40% of Fortune 500 telcos, 55% of Fortune 500 retailers, 35% of Fortune 500 airlines, 50% of Fortune 500 tech companies, and 31% of Forbes’ World’s Most Valuable Brands. Key technology partners: Avaya, Salesforce, Workato. Recognized as a Niche Player in the 2025 Gartner Magic Quadrant for Conversational AI Platforms. - **Growth Signals**: Focus on predictable AI deployment with rigorous testing/validation tools; rapid time-to-value; strong regulatory compliance (GDPR, HIPAA, PCI DSS). Headcount of 900+ employees across 7 global locations. ## Competitive Advantages - **Predictable AI for the enterprise:** Focus on a "test, validate, monitor" approach before AI agents reach customers, reducing risk and building trust — a key differentiator for risk-averse large enterprises. - **Open and extensible platform:** Bring-your-own-LLM strategy (“no rip and replace”) allows brands to leverage existing AI investments, making integration lower-risk and less disruptive. - **Deep enterprise heritage:** 30 years in the contact center space, with deep integration into mission-critical customer service operations for the world’s largest brands. - **Security and compliance:** Enterprise-grade data security and scalability, with compliance support for GDPR, HIPAA, and PCI DSS. - **Unique data flywheel:** Handling nearly 1 billion conversational interactions per month provides a uniquely rich dataset to train and improve AI models. ## Strategic Focus - Driving adoption of Generative AI in the contact center (Autopilot and Copilot tooling). - Expanding “conversation orchestration” across voice and digital channels. - Deepening partnerships with system integrators and cloud/platform providers (Avaya, Salesforce). - Building out predictable AI deployment methodology (simulation, testing, monitoring) as a core product differentiator. - Continuing to serve Global 2000 customers across regulated industries (financial services, healthcare, telecom). ## Why Work Here - **Culture:** Described as collaborative, supportive, and team-oriented. Values focus on “building warmth” and advancing human connection. Strong emphasis on diversity, equity, and inclusion via employee resource groups (Live In Color, LP Proud, Women in Tech). - **Work Model:** Hybrid / flexible. Employees can choose to work from office locations, WeWork spaces, or from home, depending on role and location. Global offices in NYC (HQ), Herzliya (Israel), Sofia (Bulgaria), London, Mannheim (Germany), Tokyo, Singapore, Melbourne, and others. - **Engineering & Innovation:** Deeply technical environment working with cutting-edge Generative AI, LLMs, and machine learning. Teams include Engineering, Data Science & ML, Product, and AI research. Emphasis on self-starters who thrive in ambiguity. - **Benefits:** Competitive with top tech companies, including family, financial, time away, mental and physical health benefits. - **Global reach:** Opportunity to work with the world’s biggest brands across multiple continents, in a company that is a recognized market leader in a fast-growing space (conversational AI). ## Sources 1. [liveperson.com](https://www.liveperson.com/) — Company homepage and product overview 2. [liveperson.com/company](https://www.liveperson.com/company/) — Who we are, brand stats, history 3. [careers.liveperson.com](https://careers.liveperson.com/) — Careers portal 4. [liveperson.com/company/careers](https://www.liveperson.com/company/careers/) — Culture, locations, benefits 5. [ir.liveperson.com - 10-K (March 2026)](https://ir.liveperson.com/static-files/af86d309-1605-4823-9e6f-a89552ddad1d) — SEC filing with business overview, financials, and competitive landscape ## Other roles at LivePerson - [Senior Support Engineer](https://feeny.ai/job/senior-support-engineer-liveperson-sofia-6ryfj1xn22q0) — Sofia, Bulgaria - [Technical Support Engineer II](https://feeny.ai/job/technical-support-engineer-ii-liveperson-sofia-k52c999xe3e6) — Sofia, Bulgaria - [Senior Application Support Engineer](https://feeny.ai/job/senior-application-support-engineer-spektrum-braine-l-alleud-nyz606mshb3x) — Braine L'alleud, Belgium