--- title: 'Technical Support Engineer II at LivePerson' canonical: 'https://feeny.ai/job/technical-support-engineer-ii-liveperson-sofia-k52c999xe3e6' type: 'job' last_seen: '2026-09-08' --- # Technical Support Engineer II at LivePerson - **Company:** LivePerson - **Location:** Sofia, Bulgaria - **Posted:** 2026-08-27 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.greenhouse.io/liveperson/jobs/8141812 ## 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 Technical Support Engineer to join our Support team. As a Technical Support Engineer level 2, you will play a crucial role in providing exceptional support to our enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills. You will: - Work with global customers and internal teams to resolve complex technical issues and maintain high customer satisfaction. - Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs. - Act as the "voice of the customer," providing valuable insights and feedback to the development and service teams on recurring issues. - Collaborate closely with product developers, building knowledge in Support, troubleshooting tools, and methodologies. - Analyze recurring issues and contribute to developing processes and requirements for improved customer support tools and solutions. - Mentor and educate team members, empowering them to handle technical escalations effectively. - Demonstrate a customer-centric approach, delivering exceptional support experiences while working with some of the world's top brands. - Be comfortable with 24/7 shift work and on-call duties to address critical customer issues in a fast-paced environment. You have: - Minimum of 3 years of experience working as a Tier 2/3 Support Engineer, or equivalent customer-facing position. - Experience supporting enterprise-level customers, preferably with Fortune 500 organizations. - Proven experience in analyzing, troubleshooting, and providing solutions for technical issues of varying complexity. - Knowledge of web technologies and protocols. - Excellent oral and written communication skills in English, with the ability to effectively communicate with enterprise customers via chat, email, and phone, including managing technical bridges during critical situations. - Resilience to work in a fast-paced environment and meet tight timelines. - Strong service orientation and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. - Willingness to be on-call for high-severity issues. - Comfortable working in an ambiguous and ever-changing environment. - Proactive self-learner with a strong desire to acquire new knowledge and learn new technologies. - Strong self-management skills and the ability to initiate new initiatives to improve processes and customer support. Preferred Qualifications: - Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field. 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 ## Other roles at LivePerson - [Senior Full Stack Software Development Engineer](https://feeny.ai/job/senior-full-stack-software-development-engineer-liveperson-new-york-757f97pgxje0) — New York, NY - [Mgr. SRE](https://feeny.ai/job/mgr-sre-liveperson-bulgaria-bn9mdvqd6w39) — Bulgaria - [NOC Supervisor](https://feeny.ai/job/noc-supervisor-liveperson-sofia-wtzxxy6670a6) — Sofia, Bulgaria - [Principal Engineer, AI Architect](https://feeny.ai/job/principal-engineer-ai-architect-liveperson-new-york-c1cmp6yed50n) — New York, NY - [Senior Cloud Architect (Network & SRE)](https://feeny.ai/job/senior-cloud-architect-network-sre-liveperson-new-york-xxdh8wynfx5m) — New York, NY - [SecOps Engineer I](https://feeny.ai/job/secops-engineer-i-liveperson-bulgaria-sv6eg7b6m86g) — Bulgaria - [Senior DevOps Lead](https://feeny.ai/job/senior-devops-lead-liveperson-berlin-jcnpv02pqjkw) — Berlin, Germany - [Senior DevOps Lead](https://feeny.ai/job/senior-devops-lead-liveperson-sofia-sofiya-1dzmnfgq236h) — Sofia Sofiya, Bulgaria - [Senior Full Stack Software Engineer](https://feeny.ai/job/senior-full-stack-software-engineer-liveperson-berlin-wvfe6vmmk82d) — Berlin, Germany - [SDE II](https://feeny.ai/job/sde-ii-liveperson-bulgaria-6b5z12zj3557) — Bulgaria