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Lead Technical Support Engineer

22 hours, 30 minutes ago
Anywhere
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
WebRTC
Apply Now
Talkdesk

Talkdesk

Talkdesk is a next-generation cloud contact center software that enables businesses to deliver personalized customer service efficiently and effectively.

IT Services
1K-5K
Founded 2011
$498M raised
View All Jobs 2

Description

  • Lead investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams.
  • Own high-priority customer escalations and coordinate across Engineering, Product, Infrastructure, and third-party partners.
  • Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes.
  • Troubleshoot cloud telephony and VoIP issues including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, IVRs, DTMF, transfers, and call recording.
  • Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer, cloud, and telecom environments.
  • Partner with carriers and service providers to resolve routing, provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free, DID, and voice performance issues.
  • Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings.
  • Provide technical leadership in customer meetings, incident bridges, and post-incident reviews.
  • Mentor and coach Technical Support Engineers through guidance, knowledge sharing, and case reviews.
  • Create and maintain documentation, troubleshooting guides, runbooks, and knowledge base articles.

Requirements

  • Experience in a client-facing technical role for a product company.
  • Strong problem-solving, decision-making, and critical-thinking skills.
  • Ability to explain complex technical topics in plain English.
  • Fluent in English with excellent written and verbal communication skills.
  • Professional, courteous, and committed to customer support.
  • Open-minded, positive, team-oriented, and eager to learn.
  • Willingness to work flexible hours.
  • Keen to mentor and train junior team members.
  • College degree.
  • Experience with advanced cloud telephony, VoIP, SIP, WebRTC, PSTN, BYOC, SBC, and related voice-network troubleshooting.
  • Experience using diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics.

Benefits

  • Pay range of $60,132 to $109,990 OTE.
  • Eligibility for long-term incentives in the form of equity.
  • Eligibility for short-term incentives such as bonus or commission.
  • Medical, dental, vision, life, and disability insurance.
  • Employee Assistance Program (EAP).
  • 401(k) plan.
  • Uncapped paid time off for exempt employees; accrual-based PTO for non-exempt employees.
  • 14 paid holidays per year.

Interested in this position?

Apply directly on the company website

Apply Now

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