Senior SaaS Technical Support Engineer – AI CX

Talkdesk; United States; Remote; USD 33,000 - 61,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid Time Off

Paid Holidays

Paid Sick Leave

Job summary

Talkdesk is leading the charge in Customer Experience Automation (CXA) and is recognized as a leader in CCaaS. The Sr. Technical Support Specialist role sits at the intersection of deep technical troubleshooting and strategic customer consulting.

You will bridge customers with Engineering, Product and Professional Services, owning complex issues, developing tools, and advocating for customer needs while delivering scalable, elegant solutions within an energetic, inclusive culture.

Qualifications

• 2–4 years of experience in SaaS customer support or IT project management.
• Fluent English; ability to explain complex tech to varied stakeholders.
• Background in SIP/telephony.
• Excellent time management and prioritization.
• Proactive, consultative problem-solving and teamwork.
• Customer-focused with a white-glove approach.

Responsibilities

• Lead complex support tasks with clear reproduction steps and resolution.
• Serve as escalation point for Tier 1 issues.
• Advise partner and user developers on custom solutions.
• Develop internal tools to automate workflows.
• Identify processes and technical solutions for high-pressure situations.
• Synthesize customer feedback for product and engineering.
• Build trust with client leadership and document requirements.
• Track progress and plan risk mitigation.
• Demonstrate new features to customers.

Skills

Fluent English

SaaS Customer Support

IT Project Management

SIP/Telephony

Time Management

Consultative Mindset

Customer Focus

Effective Communication

Tools

JavaScript

SQL

Looker

APIs (VoIP)

OAuth/SAML

Job description

Talkdesk is leading the charge in Customer Experience Automation (CXA) and is recognized as a leader in CCaaS. The Sr. Technical Support Specialist role sits at the intersection of deep technical troubleshooting and strategic customer consulting.

You will bridge customers with Engineering, Product and Professional Services, owning complex issues, developing tools, and advocating for customer needs while delivering scalable, elegant solutions within an energetic, inclusive culture.