Platform Support Engineer - Client-Facing Troubleshooter

Talkdesk; United States; On-site; USD 45,000 - 79,000; Full time

Job summary

Talkdesk is seeking a Technical Support Engineer - Platform Support to act as the first point of contact for platform-related issues in the United States. You will capture incident details, assess impact and severity, and attempt quick resolutions while escalating when necessary.

The role requires strong communication, client-facing experience, and problem-solving abilities. You will work to maintain ticket hygiene, monitor SLAs, and contribute to knowledge base improvements within Talkdesk's

Qualifications

• Excellent written and verbal communication skills.
• Experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Ability to explain complex concepts in plain English.

Responsibilities

• Serve as the initial contact for platform-related issues and capture incident details accurately.
• Classify impact and severity; attempt immediate resolution or escalation as needed.
• Triage incidents with familiarity of reporting, workforce management, and QM applications.
• Maintain ticket hygiene, track SLAs, and update knowledge bases.

Skills

Excellent communication

Client-facing role

Problem-solving

Explain complex concepts simply

Team player

Flexible hours

Mentor teammates

Job description

Talkdesk is seeking a Technical Support Engineer - Platform Support to act as the first point of contact for platform-related issues in the United States. You will capture incident details, assess impact and severity, and attempt quick resolutions while escalating when necessary.

The role requires strong communication, client-facing experience, and problem-solving abilities. You will work to maintain ticket hygiene, monitor SLAs, and contribute to knowledge base improvements within Talkdesk's