Technical Support Engineer - Porting Team

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

Benefits offered by this job

Health Insurance

401(k) plan

Uncapped PTO

Paid holidays

Paid sick leave

EAP

Job summary

Talkdesk is seeking a Technical Support Engineer - Premium Care to be the first point of contact for platform issues. You will accurately capture incident details, classify impact and severity, and attempt immediate resolution.

You will triage incidents across reporting, WFM, and QM applications, maintain knowledge bases, and ensure timely, clear communication with customers and internal teams. This role emphasizes client-facing technical excellence and continuous learning.

Qualifications

• Fluent in English and excellent written/verbal communication.
• Experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.

Responsibilities

• Serve as the initial contact for platform-related issues and capture incident details.
• Classify impact and severity and attempt immediate resolution where possible.
• Manage incident communication, escalations, and ownership; ensure SLA compliance.

Skills

Fluent in English

Excellent communication

Client-facing support

Problem solving

Explain complex concepts

Mentor teammates

Flexible hours

Team player

Education

College degree

Job description

TheTechnical 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.

Application Window

The application window is expected to close at least 10 days from the posting date. The application was posted on 9/23/2026.

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].