Technical Support Engineer - Platform Support

Talkdesk

4d • $45,073 - $79,497 • Onsite

About The Position

The Technical Support Engineer - Platform Support 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. 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!

Requirements

• 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

Responsibilities

• Issue Triage & Support
• Data Verification
• User Management & Access Control
• Incident Escalation
• Schedule & Roster Support
• Configuration & Maintenance
• Data Sync & Integration Monitoring
• Ticketing & Troubleshooting
• Platform Administration
• Recording & Media Troubleshooting
• System Health Monitoring
• Access & Role Management
• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Escalation & Ownership
• Knowledge Base Maintenance
• Incident Communication

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: Mid Level
• Education Level: Associate degree