Premium Care Tech Support Engineer - Flexible Hours

Talkdesk2; United States; Remote; USD 45,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped PTO

14 paid holidays

Paid Sick Leave

Equity & Incentives

Job summary

Talkdesk is seeking a Technical Support Engineer - Premium Care to serve as the initial contact for platform issues, capture incident details, classify impact and severity, and strive for immediate resolution. The role requires familiarity with reporting, WFM, and QM applications, strong communication, and the ability to explain complex concepts in plain English.

Ideal candidates will have client-facing technical experience, a collaborative mindset, and a willingness to mentor colleagues while

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 and team player.
• Willing to work flexible hours.
• Keen to mentor and help train junior team members.
• College degree required.

Responsibilities

• Be the initial point of contact for Talkdesk platform related issues.
• Capture incident details, classify impact and severity, and attempt immediate resolution.
• Triaging issues across Reporting, WFM, and QM applications with appropriate escalation.
• Coordinate with teams for data verification, user management, and access control.
• Monitor incident communication and maintain knowledge base.
• Escalate and own incidents, ensuring SLA compliance and timely updates.

Skills

English fluency

Excellent communication

Client-facing role experience

Problem solving

Explain complex topics simply

Professional and courteous

Open-minded learner

Team player

Willing to work flexible hours

Education

College degree

Job description

Talkdesk is seeking a Technical Support Engineer - Premium Care to serve as the initial contact for platform issues, capture incident details, classify impact and severity, and strive for immediate resolution. The role requires familiarity with reporting, WFM, and QM applications, strong communication, and the ability to explain complex concepts in plain English.

Ideal candidates will have client-facing technical experience, a collaborative mindset, and a willingness to mentor colleagues while