Technical Escalation Lead

About the role

LivePerson is seeking a Technical Escalation Lead to oversee critical service incidents and mentor our Customer Response team. You will function as a subject matter expert, balancing operational efficiency with high-level technical problem solving in a fast-paced environment. In this capacity, you will own the end-to-end resolution of complex service interruptions while ensuring that support procedures align with evolving business requirements. You will act as the primary technical authority for the Customer Response organization, guiding specialists through intricate platform issues. The role requires a strategic mindset to transform reactive firefighting into proactive process refinement. You will bridge the gap between global service ownership and day-to-day execution teams.

Key facts

What you'll do

• Lead the Customer Response Specialist team to meet operational KPIs and service standards by analyzing performance data and implementing targeted improvements.
• Coach and develop specialists by identifying training needs and providing direct shift support to elevate individual and team capabilities.
• Take ownership of high-stress service interruptions and critical technical incidents, driving them to successful resolution within defined timeframes.
• Manage complex task prioritization and cross-departmental communication during outages to ensure alignment and transparency.
• Refine support processes to improve service quality and team efficiency through the identification of bottlenecks and the introduction of streamlined workflows.
• Collaborate with global service owners and managers to drive business outcomes by aligning support strategies with overarching organizational goals.
• Serve as the escalation destination for complex issues, providing definitive technical direction and decision-making authority.
• Analyze incident trends to identify recurring problems and partner with product and engineering teams to facilitate long-term solutions.
• Mentor junior team members on best practices for customer interaction and technical troubleshooting within the LivePerson ecosystem.
• Utilize data insights to forecast staffing requirements and optimize resource allocation during peak incident periods.

Requirements

• 2 to 4 years of experience in technical software or IT roles, including leadership or supervisory duties that demonstrate your ability to manage workflows and people.
• Ability to work autonomously with minimal daily guidance, showcasing initiative and self-direction in dynamic situations.
• Availability for a 24x7 environment, including participation in an on-call rotation to address critical issues at any time.
• Expert understanding of LivePerson Conversational Cloud products, including architecture, features, and configuration details.
• Practical experience troubleshooting SaaS applications across multiple layers, from user interface to backend integrations.
• Calm, composed approach to managing high-pressure, changing environments while maintaining focus on problem resolution.
• Strong interpersonal skills with a focus on customer retention, ensuring that interactions preserve and strengthen client relationships.
• Proven capacity to interpret technical documentation and translate complex concepts for both technical and non-technical stakeholders.

Skills & tools

• SaaS application troubleshooting to diagnose and resolve issues across distributed systems and cloud-based infrastructure.
• LivePerson Conversational Cloud platform proficiency to navigate and leverage the suite of products effectively.
• Incident management methodologies to coordinate response activities and track resolution progress.
• Staff mentorship and performance coaching techniques to develop team members and improve overall productivity.
• Clear verbal and written communication to articulate technical details to diverse audiences with varying levels of expertise.
• Analytical thinking to assess situations rapidly and determine root causes without unnecessary delay.
• Collaborative mindset to work effectively with colleagues across different functions and time zones.
• Time management capabilities to handle multiple concurrent incidents while maintaining attention to detail.

Practical notes

Benefits include Medibank Health Insurance with up to 80 percent of premiums covered, life and salary continuance insurance, and access to an Employee Assistance Program. Employees receive 5 additional paid LP Care Days per year, an Employee Stock Participation Program, and professional development stipends. We are an equal opportunity employer and provide reasonable adjustments for applicants with disabilities. All official communication will come from an @liveperson.com email address; we will never request financial or personal banking information during the interview process. Applicants must be located in Melbourne, Australia, and comply with local work authorization requirements. The engagement is full-time, with the schedule consisting of four remote days and one day in the Melbourne office per week, subject to change based on business needs. Travel is not required as part of the standard duties, though occasional in-person meetings may be considered for strategic alignment. This role is eligible for the standard benefits package upon confirmation of employment. Deadlines for application review will be managed on a rolling basis until the position is filled.