Support Engineer II (Conversational AI)

TL;DR

Support Engineer II (Conversational AI): Providing advanced technical assistance and resolving complex escalations for a conversational AI platform with an accent on root cause analysis and engineering collaboration. Focus on stabilizing platform performance, managing high-impact technical cases, and creating technical documentation for scale.

Location: Remote (Must be based in Australia)

Company

A global leader in trusted enterprise conversational AI and digital transformation, powering nearly a billion interactions monthly through its Conversational Cloud platform.

What you will do

• Lead end-to-end investigations and resolution of complex technical cases as a Subject Matter Expert.
• Collaborate with Engineering to report, track, and ensure long-term fixes for bugs and platform issues.
• Guide internal field teams and external customers on advanced troubleshooting and specialized methods.
• Manage escalated incidents across multiple channels to meet and exceed SLTs and KPIs.
• Apply analytical techniques to identify root causes and develop creative troubleshooting variations.
• Develop and maintain high-quality technical documentation and runbooks to scale support capabilities.

Requirements

• Must be based in Australia (as per legal and operational requirements).
• Minimum 4 years of technical experience with a Bachelor’s degree, or 2 years with a Master’s degree.
• Deep knowledge of technical support disciplines and proven ability to solve problems of diverse scope.
• Exceptional communication skills with the ability to persuade and adapt style for senior partners.
• Proactive mindset with the ability to work independently as a facilitator or team leader.
• Ability to work in a 24/7 or business hours environment while maintaining a calm demeanor.

Culture & Benefits

• Remote-first work model with optional access to offices in Sydney and Melbourne.
• Comprehensive health and mental support, including Medibank Health Insurance and an Employee Assistance Program.
• Company-paid Life and Salary Continuance Insurance for financial security.
• Generous parental leave and additional paid "LP Care Days" for personal and family well-being.
• Employee Stock Participation Program (ESPP) offering discounts on company shares.
• Robust learning and development programs with allocated stipends for professional growth.