Senior Technical Support Engineer - Telephony

RiseMe; United States; On-site; USD 50,000 - 92,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped PTO

14 Paid Holidays

Paid Sick Leave

Job summary

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting.

You will be a strategic partner to our clients, advocating for their needs internally and developing tools that make our support engine run smoother. You will bridge customers with Engineering, Product, and Professional Services to ensure complex challenges are met with elegant, scalable solutions.

Qualifications

• 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.
• Fluent English skills; additional languages are a plus.
• Technical background in SIP/Telephony.
• Expert-level time management and prioritization methods.
• Proactive, consultative problem-solving and teamwork.
• Premium customer focus with white glove approach.

Responsibilities

• Lead advanced troubleshooting and outline reproduction steps; drive issues to resolution.
• Escalation management as the definitive point of contact for Tier 1 or Client Services escalations.
• Serve as the primary technical contact for partner/user developers, guiding custom solutions and integrations.
• Identify recurring tasks and develop internal tools or scripts (JavaScript) to automate workflows.
• Dynamically identify processes and technical solutions for high-pressure situations.
• Synthesize customer feedback to act as a strategic advocate to Product/Engineering teams.
• Develop trust with client leadership to remove roadblocks and document requirements.
• Track work progress with customers and plan risk mitigation and contingencies.
• Conduct engaging demos of feature enhancements for new and existing customers.

Skills

SIP/Telephony

Troubleshooting

Customer Communication

Time Management

Consultative Mindset

Cross-functional

Tools

JavaScript

SQL

Looker

Job description

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.

Efficiency & Innovation

• Tool Development: Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows.

• 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).

• Coding & Data: Proficiency in JavaScript (other languages a plus) and experience querying databases (SQL, Looker).

• 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).

Retirement Benefits: 401(k) plan

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.

Method of Application: Apply online.

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].

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.