Senior Technical Support Specialist

Talkdesk•Lehi, UT

5h•$24 - $44

About The Position

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! Talkdesk is seeking a Sr. Technical Support Specialist 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

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

Nice To Haves

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

Responsibilities

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

Benefits

Pay Range (Base Wage): $23.80 - $44.00 per hour
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, subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

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