---
title: 'Senior Support Engineer at LivePerson'
canonical: 'https://feeny.ai/job/senior-support-engineer-liveperson-sofia-6ryfj1xn22q0'
type: 'job'
last_seen: '2026-10-20'
---

# Senior Support Engineer at LivePerson

- **Company:** LivePerson
- **Location:** Sofia, Bulgaria
- **Posted:** 2026-09-24
- **Last confirmed live:** 2026-10-20
- **Apply:** https://job-boards.greenhouse.io/liveperson/jobs/8189648

## Job description

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud 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 better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Overview:

We are seeking a highly skilled and technically competent Senior Support Engineer to join LivePerson's Customer Support team. As a Senior Support Engineer, you will play a crucial role in providing the best solutions to our customers by serving as the senior technical focal point for the EMEA region. Collaborating seamlessly with global customers and internal stakeholders, you will utilize your deep analytical skills, alongside your expertise in web technologies, SQL, and networking, to drive high-impact resolutions and elevate the technical knowledge of the entire support organization.

You will:

- Be the senior technical focal point of customer issues raised within the EMEA region.
- Troubleshoot and resolve complex technical issues raised by global customers, maintaining high customer satisfaction.
- Take ownership of escalated issues and work to resolve advanced technical problems.
- Become a Subject Matter Expert for assigned technical areas or platform features, working closely with product developers to build knowledge in support troubleshooting tools and methods.
- Act as the primary support liaison between customers, Product Management, Engineering/R&D, and various business units.
- Serve as the "voice of the customer," providing valuable insights and feedback to development and service teams regarding recurring issues.
- Mentor and educate team members, empowering them to handle technical escalations effectively and reducing the overall number of technical escalations.
- Determine pain points, analyze recurring issues, and contribute to the development of processes and requirements for better customer support tools and solutions.
- Lead or participate in the Support organization’s internal projects.

You have:

- Excellent service-oriented verbal and written English communication skills.
- Customer-facing skills with the ability to lead complex and sensitive situations, including managing technical bridges.
- Proven expertise in analyzing, troubleshooting, and providing solutions for deep and complex technical issues.
- Broad foundational knowledge across web technologies and protocols, including familiarity with the core concepts of networking, APIs, and SDKs.
- Good understanding of HTML/CSS and JavaScript.
- Good understanding of data retrieval using SQL.
- Experience utilizing troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, or logging systems like Kibana and Splunk.
- Proactive self-learner with a natural curiosity to solve problems and the ability to extend technical capabilities to new domains.
- Resilience to work in a fast-paced, stressful environment and meet tight timelines.
- Willingness to be on-call for high-severity issues and work flexible hours, including holidays, weekends, and shift work as needed for crisis management.

Education and Experience

- Minimum of 4 years of experience working as a Senior Support Engineer, Tier 3/4 Support Engineer, or an equivalent customer-facing position.
- Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
- Hands-on application support experience (not IT/helpdesk support) within a SaaS or web company.
- Experience working with SaaS/Cloud Infrastructure.
- An academic or Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field is preferred.

Benefits:

- Health: medical, dental, and vision
- Time away: 28 vacation days
- Development: Generous tuition reimbursement and access to internal professional development resources.
- Additional: Food Vouchers.
- #LI-Remote

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. And, 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 proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, 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 qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide 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 recruiting contact upon initial connection.

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](http://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

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