Senior Telephony Support Engineer — Remote

Talkdesk, Inc.

Northern (KY)

Hybrid

USD 50,000 - 92,000

Full time

4 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

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.