Senior Technical Support Engineer - Telephony

Responsibilities

• Lead intricate support tasks, outline reproduction steps, and drive issues to resolution
• Serve as the definitive point of contact for escalations from Tier 1 or Client Services
• Act as the primary technical contact for partner and user developers
• Develop internal tools and scripts using JavaScript to automate manual workflows
• Synthesize customer feedback to advocate for needs to Product and Engineering teams
• Develop trust with client leadership to formulate best practices and document requirements
• Conduct feature demonstrations for new and existing customers

Requirements

• 2-4 years of experience in SaaS Customer Support delivery or IT Project Management
• Technical proficiency in SIP and Telephony
• Fluent English communication skills
• Expert-level time management and prioritization methods
• Proactive problem-solving and consultative mindset

Preferred Qualifications

• Knowledge of Salesforce from a User or Manager perspective
• Familiarity with voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE)
• Proficiency in JavaScript and experience querying databases (SQL, Looker)
• Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP)

Benefits

• Medical, Dental, Vision, Life and Disability Insurance
• 401(k) plan
• Uncapped paid time off for exempt employees
• 14 paid holidays per year

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-first solutions.