Technical Support Engineer - Porting Team

Talkdesk2; United States; Remote; USD 45,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped PTO

14 paid holidays

Paid Sick Leave

Equity & Incentives

Job summary

Talkdesk is seeking a Technical Support Engineer - Premium Care to serve as the initial contact for platform issues, capture incident details, classify impact and severity, and strive for immediate resolution. The role requires familiarity with reporting, WFM, and QM applications, strong communication, and the ability to explain complex concepts in plain English.

Ideal candidates will have client-facing technical experience, a collaborative mindset, and a willingness to mentor colleagues while

Qualifications

• Fluent in English.
• 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 and team player.
• Willing to work flexible hours.
• Keen to mentor and help train junior team members.
• College degree required.

Responsibilities

• Be the initial point of contact for Talkdesk platform related issues.
• Capture incident details, classify impact and severity, and attempt immediate resolution.
• Triaging issues across Reporting, WFM, and QM applications with appropriate escalation.
• Coordinate with teams for data verification, user management, and access control.
• Monitor incident communication and maintain knowledge base.
• Escalate and own incidents, ensuring SLA compliance and timely updates.

Skills

English fluency

Excellent communication

Client-facing role experience

Problem solving

Explain complex topics simply

Professional and courteous

Open-minded learner

Team player

Willing to work flexible hours

Education

College degree

Job description

The Technical Support Engineer - Premium Care 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
• Familiarity working with Government (Federal, State, Local), or Education customers
• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Escalation & Ownership
• Knowledge Base Maintenance
• Incident Communication

Preferred Qualifications:

• Fluent in English
• 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
• College degree

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).

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.

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].

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.