Senior Application Support Engineer

Melbourne · Australia · 3+ years experience · Remote · Posted Oct 2, 2026

At a glance

As a Senior Application Support Engineer, you will serve as the ultimate Subject Matter Expert for LivePerson’s platform.
This role involves diving into complex, high-stakes customer issues and acting as a bridge between the Global Support organization and Product Development teams.

Be the senior technical focal point and ultimate escalation point for complex, high-severity customer issues.
Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
Act as the support liaison and critical bridge between the customer, Product Management, R&D, and various Business Units to drive issue resolution.
Serve as the product SME, collaborating directly with Product Developers to analyze recurring issues and define requirements for next-generation troubleshooting tools and methods.
Mentor and educate the wider support team to increase internal knowledge and drive down case processing time.
Participate in an on-call duty rotation for high-severity issues.

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.
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 SaaS/Cloud Infrastructure.
Experience with Network and Web protocols, Security and authorization principles.
Experience with Database scoping and trends analysis.
Experience with Monitoring tools (e.g., Grafana, Graphite, etc.) and logging systems (e.g., Kibana, Splunk, etc.).