Senior Technical Support Engineer — Strategic Tech Partner

Talkdesk2; United States; A distancia; USD 50.000 - 92.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Retirement Benefits

Paid Time Off

Paid Holidays

Paid Sick Leave

Descripción de la vacante

Talkdesk is seeking a Sr. Technical Support Engineer who combines deep technical troubleshooting with strategic customer consulting. You’ll partner with Engineering, Product, and Professional Services to deliver scalable solutions and drive the support engine forward.

You’ll bridge customers and internal teams, crafting tools and processes to improve service and advocate for customer needs across the organization.

Formación

• 2–4 years of experience in SaaS Customer Support delivery or IT project management.
• Fluent English with ability to explain complex tech to varied stakeholders.
• SIP/telephony experience and strong time-management skills.
• Proactive, consultative mindset focused on customer success.

Responsabilidades

• Lead advanced troubleshooting and reproduce issues with clear steps.
• Escalate as needed to Tier 2 and internal teams and manage expectations.
• Advise developers and partners on custom solutions and integrations.
• Develop internal tools or scripts to automate repetitive workflows.
• Identify processes to optimize and improve support efficiency.
• Advocate for customers, synthesize feedback for product teams, and demonstrate new features.

Conocimientos

Experience in SaaS Customer Support

Communication

SIP/Telephony

Time management

Consultative mindset

Customer focus

Salesforce

Voice APIs

JavaScript

SQL

Looker

Networking

Security

Herramientas

VOIP tooling

CRM tooling

Descripción del empleo

Talkdesk is seeking a Sr. Technical Support Engineer who combines deep technical troubleshooting with strategic customer consulting. You’ll partner with Engineering, Product, and Professional Services to deliver scalable solutions and drive the support engine forward.

You’ll bridge customers and internal teams, crafting tools and processes to improve service and advocate for customer needs across the organization.