Strategic Senior Tech Support Engineer (SaaS & Integrations)

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.

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.