Senior Technical Support Engineer - Telephony
Talkdesk is seeking a Senior Technical Support Engineer specializing in Telephony to join our dynamic team. This remote role is ideal for individuals who excel in both technical troubleshooting and customer consulting. As a strategic partner to our clients, you will bridge the gap between customer needs and our Engineering, Product, and Professional Services teams, ensuring complex technical challenges are addressed with scalable solutions.
In this position, your primary responsibilities will include leading advanced troubleshooting efforts, managing escalated issues, and serving as the main technical contact for partner and user developers. You will also be tasked with developing internal tools or scripts to automate recurring tasks, optimizing processes to handle unexpected or high-pressure situations, and acting as the voice of the customer by conveying feedback to internal teams. Additionally, you will provide strategic consulting to clients, assist in risk mitigation, and conduct feature demonstrations for both new and existing customers.
The ideal candidate will have 2–4 years of experience in SaaS Customer Support or IT Project Management, with a strong background in SIP/Telephony. Fluency in English is required, and the ability to communicate complex technical concepts to diverse stakeholders is essential. A consultative mindset, excellent time management, and a customer-focused approach are crucial. Preferred qualifications include knowledge of Salesforce, experience with voice API providers like Twilio or Plivo, proficiency in JavaScript, and familiarity with networking protocols such as DNS and TCP/IP.
Compensation for this role includes a base pay range of $40,000 to $60,000, with potential for additional incentives such as equity, bonuses, or commissions. Benefits encompass medical, dental, vision, life, and disability insurance, an Employee Assistance Program (EAP), a 401(k) plan, and an uncapped paid time off program for exempt employees. Non-exempt employees receive an accrual-based paid time off program, both subject to manager approval and consistent with business needs. Additionally, Talkdesk offers 14 paid holidays each year and paid sick leave.
At Talkdesk, we are pioneering a new era of Customer Experience Automation, redefining how the world’s most admired brands interact with their customers through AI. Our global team of 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. Joining Talkdesk means being part of a company that combines the stability of a global leader with the agility of a disruptor, empowering you to drive meaningful impact while giving back to the communities and environment around us.