Senior Technical Support Engineer - Telephony

About the role

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.

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.

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