Technical Support Engineer - Platform Support

Talkdesk; United States; On-site; USD 45,000 - 79,000; Full time

Job summary

Talkdesk is seeking a Technical Support Engineer - Platform Support to act as the first point of contact for platform-related issues in the United States. You will capture incident details, assess impact and severity, and attempt quick resolutions while escalating when necessary.

The role requires strong communication, client-facing experience, and problem-solving abilities. You will work to maintain ticket hygiene, monitor SLAs, and contribute to knowledge base improvements within Talkdesk's

Qualifications

• Excellent written and verbal communication skills.
• Experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Ability to explain complex concepts in plain English.

Responsibilities

• Serve as the initial contact for platform-related issues and capture incident details accurately.
• Classify impact and severity; attempt immediate resolution or escalation as needed.
• Triage incidents with familiarity of reporting, workforce management, and QM applications.
• Maintain ticket hygiene, track SLAs, and update knowledge bases.

Skills

Excellent communication

Client-facing role

Problem-solving

Explain complex concepts simply

Team player

Flexible hours

Mentor teammates

Job description

The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.

Team Specific Duties and Responsibilities

• Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation
• Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting
• Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management
• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Knowledge Base Maintenance

Preferred Qualifications

• Excellent written and verbal communication skills
• Previous experience in a client-facing technical role for a product business
• Strong problem-solving, decision-making, and critical-thinking skills
• Ability to make sense of something complex and explain it in plain English
• Professional, courteous and committed to providing amazing customer support
• Open-minded, positive and keen to learn
• Great attitude, team player
• Willing to work flexible hours
• Keen to mentor and help train junior team members

Pay Range (OTE Pay): $45,073 - $79,497

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.

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

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.