🚀 Technical Support Engineer

Overview

At Talkdesk, we are courageous innovators focused on redefining the customer experience. We champion an inclusive and diverse culture and give back to our community. Talkdesk is a cloud contact center leader trusted by thousands of employees, customers, and partners worldwide.

We embrace FAST—our operating principles: Focus, Accountability, Speed, and Talkdesker. These principles drive us to make the impossible possible and to move quickly and thoughtfully as a team.

Responsibilities

• Answer technical support tickets via email, chat, screen shares (live troubleshooting), and phone
• Communicate with customers in a professional and empathetic manner
• Provide timely and accurate customer feedback
• Manage multiple tickets and tasks concurrently
• Collaborate with engineering and product teams to resolve complex issues
• Identify, document, and follow up with engineers on product bugs and feature requests
• Act as a liaison between engineering, customer success, and sales on technical issues
• Document customer interactions and maintain records in Talkdesk’s CRM
• Contribute to Talkdesk knowledge base and troubleshooting documentation
• Engage in other projects and tasks as assigned by Customer Care Leadership
• Be willing to work flexible hours and weekends
• Commit to 40+ hours / 5 working days per week, including weekends and rotating holidays
• Participate in 4 weeks of training (hours TBD)

Requirements

• Excellent written and verbal communication skills
• Previous experience in a client-facing technical role for a CCaaS business
• A dedicated quiet workspace with high-speed internet
• Strong problem-solving, decision-making, and critical-thinking skills
• Professional, courteous, and committed to providing excellent customer support
• Open-minded, positive, and eager to learn
• Team player with a can-do attitude
• Willing to mentor and train junior team members
• Training will be provided; training hours may differ from shift hours
• Experience using a ticketing system

Bonus Points

• Fluent in other languages (preferably Spanish)
• Degree in a technical subject
• Knowledge of IP Telephony
• Experience diagnosing QoS issues
• Experience with call center technologies such as IVRs

Work Environment and Physical Requirements

Primarily office-environment work with extended periods of sitting or computer-based tasks. Limited lifting; equipment usage limited to standard computer peripherals.

Diversity, Equity & Inclusion

The Talkdesk story hinges on empathy and acceptance. We empower a new kind of customer hero through our software and believe inclusivity, diversity, and genuine acceptance are essential. We hire and promote without regard to ethnicity, race, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.