Premium Care Technical Support Engineer

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

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped PTO

Paid holidays

Paid sick leave

EAP

Job summary

Talkdesk is seeking a Technical Support Engineer - Premium Care to be the first point of contact for platform issues. You will accurately capture incident details, classify impact and severity, and attempt immediate resolution.

You will triage incidents across reporting, WFM, and QM applications, maintain knowledge bases, and ensure timely, clear communication with customers and internal teams. This role emphasizes client-facing technical excellence and continuous learning.

Qualifications

• Fluent in English and excellent written/verbal communication.
• Experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.

Responsibilities

• Serve as the initial contact for platform-related issues and capture incident details.
• Classify impact and severity and attempt immediate resolution where possible.
• Manage incident communication, escalations, and ownership; ensure SLA compliance.

Skills

Fluent in English

Excellent communication

Client-facing support

Problem solving

Explain complex concepts

Mentor teammates

Flexible hours

Team player

Education

College degree

Job description

Talkdesk is seeking a Technical Support Engineer - Premium Care to be the first point of contact for platform issues. You will accurately capture incident details, classify impact and severity, and attempt immediate resolution.

You will triage incidents across reporting, WFM, and QM applications, maintain knowledge bases, and ensure timely, clear communication with customers and internal teams. This role emphasizes client-facing technical excellence and continuous learning.