Lead Technical Support Engineer

Responsibilities

• Lead investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 teams
• Act as primary technical owner for high-priority customer escalations across Engineering, Product, and Infrastructure
• Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics
• Handle advanced cloud telephony and VoIP troubleshooting including SIP, WebRTC, PSTN, and SBC
• Analyze SIP call flows, signaling, and media paths to isolate failures
• Partner with carriers to troubleshoot routing, number provisioning, and voice network performance
• Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, and traceroutes
• Mentor and coach Technical Support Engineers through guidance and case reviews
• Create and maintain technical documentation, troubleshooting guides, and runbooks
• Support major incidents through technical coordination and post-incident analysis

Requirements

• Fluent in English
• Previous experience in a client-facing technical role for a product business
• Strong problem-solving and critical-thinking skills
• Ability to explain complex technical concepts in plain English
• College degree
• Willingness to work flexible hours

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• Employee Assistance Program (EAP)
• 401(k) plan
• Uncapped paid time off for exempt employees
• 14 paid holidays per year
• Equity and short-term incentive eligibility

About the Company

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. Recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS), Talkdesk builds AI-first solutions that put empathy, trust, and transparency at the center of every interaction.