Junior Technical Support Engineer (US market)

Talkie

7d•Remote

About The Position

Talkie builds AI Agents for healthcare, handling patient-clinic communication end-to-end via voice calls, web chat, and SMS. This role focuses on keeping our AI Agents connected to the real world by managing telecom integrations, API integrations with clinical systems (EHR), and LLM issues for US customers. It's a hands-on role requiring direct client and vendor interaction to ensure seamless call routing and integration.

Requirements

Technical troubleshooting ability with hands-on skills in diagnosing, monitoring, and resolving technical issues.
Understanding of telecom fundamentals and IVR/call routing, with a willingness to learn SIP trunking and call forwarding.
Interest in system integrations via API and comfort reasoning about system-to-system communication.
Strong communication and collaboration skills, with a problem-solving mindset and ability to translate between technical and non-technical audiences.
Proactivity in spotting and flagging problems with proposed solutions.
Ability to learn quickly and adapt to a dynamic environment.
C1+ English proficiency, with strong written communication skills for US clients and vendors.
Shifted hours to align with the US market: 2pm - 10pm, with potential for Friday hours to be 12pm - 8pm.

Nice To Haves

Hands-on experience configuring call routing on platforms like RingCentral, Dialpad, Weave, or similar.
Experience working with REST APIs, reading API documentation, and debugging integration issues.
Prior work experience in healthcare, health-tech, or another regulated industry.
Experience with ticketing/queue tools such as ClickUp, Jira, or Zendesk.
Genuine curiosity and a desire to improve processes.

Responsibilities

Own telecom integrations for US clients, including confirming phone providers, planning call forwarding, and coordinating setup with clients, IT personnel, or telecom vendors.
Verify end-to-end call routing from patient number to AI Agent to the correct transfer destination, troubleshooting any issues.
Manage, update, and prioritize the support queue and backlog, ensuring all tickets are addressed.
Diagnose and resolve technical issues to restore service, aiming for independent resolution where possible.
Troubleshoot API integrations with clinical systems (EHR) between Talkie and clinics, collaborating with internal teams.
Coordinate across Talkie's teams to resolve tickets, manage communication, and gather necessary data.
Verify resolutions with end-users and close tasks.
Proactively collect client feedback on issues encountered and communicate incidents/outages.
Improve the support process by proposing and implementing changes for faster and smoother integrations.
Handle technical offboarding tasks, including data cleanup and deletion.