[Hiring] Technical Support Engineer @Talkdesk

Role Description

The Technical Support Engineer - Premium Care serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.

• Team Specific Duties and Responsibilities:
• Familiarity with Reporting Applications:
  • Issue Triage & Support
  • Data Verification
  • User Management & Access Control
  • Incident Escalation
• Familiarity with Workforce Management (WFM) Applications:
  • Schedule & Roster Support
  • Configuration & Maintenance
  • Data Sync & Integration Monitoring
  • Ticketing & Troubleshooting
• Familiarity with Quality Management (QM) Applications:
  • Platform Administration
  • Recording & Media Troubleshooting
  • System Health Monitoring
  • Access & Role Management
• Familiarity working with Government (Federal, State, Local), or Education customers
• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Escalation & Ownership
• Knowledge Base Maintenance
• Incident Communication

Qualifications

• Fluent in English
• Excellent written and verbal communication skills
• Previous experience in a client-facing technical role for a product business
• Strong problem-solving, decision-making, and critical-thinking skills
• Ability to make sense of something complex and explain it in plain English
• Professional, courteous and committed to providing amazing customer support
• Open-minded, positive and keen to learn
• Great attitude, team player
• Willing to work flexible hours
• Keen to mentor and help train junior team members
• College degree

Requirements

• Pay Range (OTE Pay): $45,073 - $79,497
• Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan
• Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
• Method of Application: Apply online.
• Application Window: The application window is expected to close at least XX days from the posting date. The application was posted on MM/DD/YYYY.
• Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
• All questions or concerns about this posting should be directed to the Talent team at [email protected].

Company Description

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!