Senior Telephony Support Engineer - SaaS Champion

Talkdesk; United States; Remote; USD 50,000 - 92,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Paid Sick Leave

Remote work option

Job summary

Talkdesk is seeking a Senior Technical Support Engineer - Telephony to work remotely. You’ll bridge customers with Engineering, Product, and Professional Services, driving elegant, scalable solutions and ensuring successful outcomes.

You will lead advanced troubleshooting, manage escalations, advise developers, and optimize processes while championing customer success and advocacy. Fluency in English and SIP/telephony expertise are essential.

Qualifications

• 2–4 years in SaaS customer support delivery or IT project management.
• Fluent English with ability to explain complex technical concepts to stakeholders of all backgrounds.
• Background in SIP/telephony technologies.
• Expert-level time management and prioritization abilities.
• Proactive, consultative problem-solving and teamwork.

Responsibilities

• Lead Talkdesk’s most intricate support tasks with advanced troubleshooting.
• Escalate issues from Tier 1 or Client Services and drive timely resolutions.
• Advise partner and user developers on custom solutions and integrations.
• Identify and implement processes and technical solutions under high-pressure situations.

Skills

SaaS support

English fluency

SIP/Telephony

Time management

Consultative mindset

Tools

Salesforce

Job description

Talkdesk is seeking a Senior Technical Support Engineer - Telephony to work remotely. You’ll bridge customers with Engineering, Product, and Professional Services, driving elegant, scalable solutions and ensuring successful outcomes.

You will lead advanced troubleshooting, manage escalations, advise developers, and optimize processes while championing customer success and advocacy. Fluency in English and SIP/telephony expertise are essential.