Senior Technical Support Engineer - Telephony

1 hour, 50 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Lead advanced troubleshooting by defining reproduction steps, driving issues to resolution, and managing customer expectations.
  • Own escalations from Tier 1 Support and Client Services through timely resolution.
  • Advise partner and user developers on custom solutions and integrations.
  • Develop internal tools and scripts, including JavaScript-based automation, to improve support workflows.
  • Identify process improvements and technical solutions for unexpected or high-pressure situations.
  • Synthesize customer feedback and advocate for customer needs with Product and Engineering teams.
  • Consult with client leadership to remove roadblocks, define requirements, and establish best practices.
  • Track customer work, develop risk-mitigation and contingency plans, and conduct feature demonstrations.

Requirements

  • 2–4 years of experience in SaaS customer support delivery or IT project management.
  • Fluent English communication skills and the ability to explain technical concepts to varied stakeholders; additional languages are a plus.
  • Experience with SIP and telephony technologies.
  • Expert time-management and prioritization skills.
  • Proactive, consultative problem-solving approach with strong teamwork skills.
  • Premium, white-glove customer service mindset.
  • Salesforce experience from a user, manager, or point-of-contact perspective (preferred).
  • Knowledge of Twilio, Plivo, or Nexmo; VoIP, SIP, WebRTC, and ICE protocols (preferred).
  • JavaScript proficiency, database querying with SQL or Looker, and familiarity with OAuth, SAML, DNS, and TCP/IP (preferred).

Benefits

  • OTE pay range of $49,504–$91,520.
  • Eligibility for equity and short-term bonus or commission incentives.
  • Medical, dental, vision, life, disability insurance, and an Employee Assistance Program.
  • 401(k) retirement plan.
  • Uncapped PTO for exempt employees or accrual-based PTO for non-exempt employees.
  • 14 paid holidays annually.

Interested in this position?

Apply directly on the company website

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