Senior Technical Support Engineer
Application managed by InterviewHR
$49,504 – $91,520 / yearly
Talkdesk is seeking a Senior Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you will serve as a strategic partner to clients, an advocate for their needs internally, and a developer of tools that enhance the support operation. You'll bridge the gap between customers and Engineering, Product, and Professional Services teams, ensuring complex technical challenges are met with elegant, scalable solutions. Your responsibilities will span advanced troubleshooting of Talkdesk's most complex support issues, escalation management from Tier 1 teams, and advisory services for partner developers. You'll identify opportunities to automate recurring manual tasks through tool development and process optimization, while maintaining expert-level time management. As a strategic consultant, you'll work closely with client leadership to understand their technical requirements, conduct feature demonstrations, and act as the voice of the customer to internal teams. This position offers the opportunity to make meaningful impact in a fast-growing SaaS environment, combining technical expertise with customer advocacy to drive success for enterprise clients.
Responsibilities
- Lead Talkdesk's most intricate support tasks, outlining reproduction steps and driving issues to resolution while managing customer expectations
- Serve as the definitive point of contact for escalated issues from Tier 1 or Client Services, ensuring timely resolution
- Act as the primary technical contact for partner and user developers, advising on custom solutions and integrations
- Identify recurring manual tasks and develop internal tools or scripts to automate team workflows
- Leverage technical acumen to identify solutions for unexpected or high-pressure situations
- Synthesize customer feedback and act as a strategic advocate to Product and Engineering teams
- Develop trust with client leadership to remove roadblocks and formulate best practices
- Track work progress and create strategies for risk mitigation and contingency planning
- Conduct engaging feature demonstrations for both new and existing customers
Skills
Benefits
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) retirement plan
- Uncapped paid time off
- 14 paid holidays annually
- Uncapped paid sick leave
- Equity and bonus/commission opportunities based on level and role
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