Senior Technical Support Engineer - Telephony

Talkdesk, Inc.; Northern (KY); Hybrid; USD 50,000 - 92,000; Full time

Benefits offered by this job

Health Insurance

Uncapped Paid Time Off (PTO)

14 Paid Holidays

Paid Sick Leave (accrual)

Job summary

Talkdesk, Inc. is seeking a Senior Technical Support Engineer - Telephony to bridge customers with Engineering, Product, and Professional Services.

This remote role emphasizes strategic consulting, advanced troubleshooting, and developer advisory to deliver scalable Telephony solutions. You will act as a trusted advisor, shaping best practices, managing escalations, and driving customer success with a white-glove approach.

Qualifications

• Experience: 2–4 years in SaaS Customer Support delivery or IT Project Management.
• Fluent English skills; ability to explain complex technical concepts to diverse stakeholders.
• Technical background in SIP/Telephony.
• Operational excellence with strong time management and prioritization.
• Consultative mindset and teamwork-focused approach.
• Customer focus with a white-glove mindset.

Responsibilities

• Lead advanced troubleshooting tasks; outline reproduction steps and drive resolution.
• Act as the definitive escalation contact from Tier 1, ensuring timely fixes.
• Serve as primary technical contact for partner/user developers and integrations.
• Identify and optimize processes for high-pressure situations.
• Synthesize customer feedback to inform Product/Engineering; advocate for the voice of the customer.
• Develop trust with client leadership; remove roadblocks and document requirements.
• Collaborate on risk mitigation and contingency planning with customers.
• Demonstrate new features and enhancements to customers.

Skills

SaaS support

IT project management

Fluent English

Telephony

Time management

Consultative mindset

Customer focus

Tools

Salesforce

Voice APIs (Twilio, Plivo, Nexmo)

RTC protocols (VoIP, SIP, WebRTC)

Job description

Senior Technical Support Engineer - Telephony

Remote

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother.

You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions.

Key Responsibilities

Technical Leadership & Triage

Advanced Troubleshooting: Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity.

Escalation Management: Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution.

Developer Advisory: Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations.

Process Optimization: Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations.

Customer Advocacy & Success

Voice of the Customer: Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams.

Strategic Consulting: Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements.

Risk Mitigation: Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning.

Feature Demonstrations: Conduct engaging demos of feature enhancements for both new and existing customers.

Qualifications

Must-Have Requirements

Experience: 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.

Communication: Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds.

Technical Proficiency: SIP/Telephony Experience background

Operational Excellence: Expert-level time management and prioritization methods are second nature to you.

Consultative Mindset: A proactive approach to problem-solving and a dedication to teamwork.

• Customer Focus:A premium care mindset, with white glove approach.

Nice-to-Have Skills

CRM & Ecosystems: Salesforce knowledge (from a User or Manager/POC perspective).

Telephony & APIs: Knowledge of voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE).

Networking & Security: Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP).

Pay Range (OTE): $49,504 - $91,520

Other Types of Pay:Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance:Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 09/23/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at [e-mail] .

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI‑first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.