Senior Technical Support Engineer - Telephony

Talkdesk

5d • $49,504 - $91,520 • Onsite

About The Position

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother. You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions.

Requirements

• 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.
• Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds.
• SIP/Telephony Experience background
• Expert-level time management and prioritization methods are second nature to you.
• A proactive approach to problem-solving and a dedication to teamwork.
• A premium care mindset, with white glove approach.

Nice To Haves

• Salesforce knowledge (from a User or Manager/POC perspective).
• Knowledge of voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE).
• Proficiency in JavaScript (other languages a plus) and experience querying databases (SQL, Looker).
• Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP).

Responsibilities

• Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity.
• Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution.
• Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations.
• Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows.
• Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations.
• Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams.
• Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements.
• Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning.
• Conduct engaging demos of feature enhancements for both new and existing customers.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• 401(k) plan
• 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.
• 14 paid holidays each year.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed