Technical Support Engineer - Platform Support
The Technical Support Engineer - Platform Support at Talkdesk is the first point of contact for platform-related issues, responsible for accurately capturing incident details, classifying impact and severity, and attempting immediate resolution. This role is integral to ensuring the seamless operation of Talkdesk's platform, directly contributing to customer satisfaction and operational efficiency.
Key responsibilities include triaging and supporting reporting applications, verifying data, managing user access, and escalating incidents as necessary. The role also involves supporting workforce management applications, including schedule and roster support, configuration and maintenance, data synchronization, and integration monitoring. Additionally, the engineer will handle quality management applications, focusing on platform administration, recording and media troubleshooting, system health monitoring, and access and role management. Maintaining rigorous ticketing hygiene, ensuring SLA compliance, and contributing to knowledge base maintenance are also essential aspects of the position.
Candidates should be fluent in English with excellent written and verbal communication skills. Previous experience in a client-facing technical role for a product business is preferred. Strong problem-solving, decision-making, and critical-thinking skills are essential, along with the ability to simplify complex issues for diverse audiences. A professional, courteous demeanor and a commitment to exceptional customer support are crucial. The ideal candidate will be open-minded, positive, eager to learn, and a great team player, with a willingness to work flexible hours and mentor junior team members. A college degree is also preferred.
The compensation package includes an on-target earnings (OTE) pay range of $45,073 to $79,497. Additional 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. Talkdesk also offers 14 paid holidays each year and paid sick leave, with exempt employees having uncapped paid time off and non-exempt sick leave following accrual standards.
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. The company fosters an inclusive culture where diverse perspectives drive 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 them. With recognition as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and multiple AI Breakthrough awards, Talkdesk offers an exciting opportunity to shape the future of customer experience automation.