Remote Platform Support Engineer - Incident & SLA Specialist

Talkdesk, Inc.; Northern (KY); Hybrid; USD 45,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Paid Sick Leave

Job summary

Talkdesk, Inc. seeks a Technical Support Engineer - Platform Support to be the initial contact for platform-related issues.

This remote role requires capturing incident details, classifying impact, and attempting immediate resolution with a strong focus on customer satisfaction. Ideal candidates will have excellent communication skills, client-facing experience in tech, and a proactive problem-solving mindset.

Qualifications

• 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 explain complex concepts in plain English.
• Professional, courteous, and committed to customer support.
• Open-minded, positive and keen to learn.
• Team player with a good attitude.
• Willing to work flexible hours.
• Mentor and train junior team members.

Responsibilities

• Issue triage and initial incident classification for platform-related problems.
• Manage data verification, user access control, and incident escalation workflows.
• Support reporting, WFM, and QM applications across configurations and monitoring.
• Maintain ticket hygiene, track SLAs, and update knowledge base.
• Collaborate with teammates to deliver excellent customer support.

Skills

Communication skills

Client-facing experience

Problem-solving

Critical thinking

Team player

Flexible hours

Mentor juniors

Job description

Talkdesk, Inc. seeks a Technical Support Engineer - Platform Support to be the initial contact for platform-related issues.

This remote role requires capturing incident details, classifying impact, and attempting immediate resolution with a strong focus on customer satisfaction. Ideal candidates will have excellent communication skills, client-facing experience in tech, and a proactive problem-solving mindset.