Technical Support Engineer

Responsibilities

• Serve as the initial point of contact for platform-related issues
• Capture incident details, classify impact, and attempt immediate resolution
• Perform issue triage and support for reporting applications
• Manage workforce management (WFM) application configuration and maintenance
• Handle quality management (QM) platform administration and media troubleshooting
• Maintain rigorous ticketing hygiene and SLA compliance
• Manage incident communication and knowledge base maintenance

Requirements

• 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
• Excellent written and verbal communication skills
• Willingness to work flexible hours

Preferred Qualifications

• College degree
• Fluency in English
• Experience mentoring junior team members

Benefits

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

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.