Senior Technical Support Engineer - Telephony

Remote

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother.

You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions.

Advanced Troubleshooting: Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity.

Escalation Management: Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution.

Developer Advisory: Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations.

Process Optimization: Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations.

Voice of the Customer: Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams.

Strategic Consulting: Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements.

Risk Mitigation: Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning.

Feature Demonstrations: Conduct engaging demos of feature enhancements for both new and existing customers.

Experience: 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.

Communication: Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds.

Technical Proficiency: SIP/Telephony Experience background

Operational Excellence: Expert-level time management and prioritization methods are second nature to you.

Consultative Mindset: A proactive approach to problem-solving and a dedication to teamwork.

• Customer Focus:A premium care mindset, with white glove approach.

CRM & Ecosystems: Salesforce knowledge (from a User or Manager/POC perspective).

Telephony & APIs: Knowledge of voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE).

Networking & Security: Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP).

Pay Range (OTE): $49,504 - $91,520

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.

Health Insurance
:

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

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.

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…