Key skills
SaaS Customer SupportIT Project ManagementSIPTelephonySalesforceVoice APIsRTC protocolsJavaScriptSQLLookerOAuthSAMLDNSTCP/IPConsultative MindsetAISaaSLeadershipProject ManagementTime Management
About this role
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. They are seeking a Senior Technical Support Engineer who will serve as a strategic partner to clients, providing technical leadership, troubleshooting, and developing tools to enhance support efficiency.
Responsibilities:
- Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity
- Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution
- Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations
- Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows
- Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations
- Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams
- Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements
- Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning
- Conduct engaging demos of feature enhancements for both new and existing customers
Requirements:
- 2–4 years of experience in SaaS Customer Support delivery or IT Project Management
- Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds
- SIP/Telephony Experience background
- Expert-level time management and prioritization methods are second nature to you
- A proactive approach to problem-solving and a dedication to teamwork
- A premium care mindset, with white glove approach
- Salesforce knowledge (from a User or Manager/POC perspective)
- Knowledge of voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE)
- Proficiency in JavaScript (other languages a plus) and experience querying databases (SQL, Looker)
- Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP)