Senior Technical Support Engineer – Telephony

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Talkdesk's most complex support tasks by defining reproduction steps, resolving issues, and managing customer expectations.

• Act as the primary contact for issues escalated from Tier 1 or Client Services.

• Serve as the main technical liaison for partner and user developers regarding custom solutions and integrations.

• Create internal tools or scripts, including JavaScript, to streamline time-consuming workflows.

• Identify processes and technical solutions for unexpected or high-pressure scenarios.

• Aggregate customer feedback and advocate for client needs with Product and Engineering teams.

• Establish trust with client leadership, eliminate obstacles, develop best practices, and document both functional and technical requirements.

• Monitor work progress with customers and formulate risk mitigation and contingency strategies.

• Present feature enhancement demonstrations to both new and existing customers.

• Connect customers with Engineering, Product, and Professional Services teams.

⛳️ Requirements

• 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.

• Proficient in English.

• Capability to convey complex technical concepts to stakeholders from diverse backgrounds.

• Background in SIP/Telephony Experience.

• Expert-level skills in time management and prioritization.

• Proactive problem-solving approach and commitment to teamwork.

• Premium care mindset with a white-glove service approach.

• Knowledge of Salesforce is a plus.

• Familiarity with voice API providers such as Twilio, Plivo, and Nexmo is advantageous.

• Understanding of RTC protocols including VoIP, SIP, WebRTC, and ICE is beneficial.

• Proficiency in JavaScript is a plus.

• Experience with SQL and Looker for database querying is advantageous.

• Familiarity with OAuth and SAML authentication is a plus.

• Knowledge of DNS and TCP/IP networking protocols is beneficial.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Disability Insurance.

• Employee Assistance Program (EAP).

• 401(k) plan.

• Uncapped paid time off program for exempt employees.

• Accrual-based paid time off program for non-exempt employees.

• 14 paid holidays each year.

• Uncapped paid time off for exempt employees and accrual-based sick leave for non-exempt employees.

• Long-term incentives in the form of equity may be available.

• Short-term incentives such as bonuses or commissions may be available.