About the role

The Technical Support Engineer serves as the primary point of contact for platform-related issues, managing incident triage, classification, and resolution. They are responsible for maintaining ticketing hygiene, ensuring SLA compliance, and providing ongoing support for reporting, WFM, and QM applications.

What they look for

Technical support Incident management Data verification User management Access control Incident escalation Workforce management Quality management System health monitoring Ticketing Troubleshooting Communication Problem-solving Critical thinking Mentoring

Requirements

Candidates should possess excellent written and verbal communication skills with previous experience in a client-facing technical role. A college degree is required, along with strong problem-solving abilities and a commitment to providing high-quality customer support.

Benefits

Medical insurance Dental insurance Vision insurance Life insurance Disability insurance Employee assistance program 401(k) plan Paid time off Paid holidays Paid sick leave Equity Bonus Commission

Full description

The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.

Team Specific Duties and Responsibilities:

Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation

Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting

Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management

Rigorous Ticketing Hygiene

SLA Compliance & Tracking

Escalation & Ownership

Knowledge Base Maintenance

Incident Communication

Preferred Qualifications:

Fluent in English

Excellent written and verbal communication skills

Previous experience in a client-facing technical role for a product business

Strong problem-solving, decision-making, and critical-thinking skills

Ability to make sense of something complex and explain it in plain English

Professional, courteous and committed to providing amazing customer support

Open-minded, positive and keen to learn

Great attitude, team player

Willing to work flexible hours

Keen to mentor and help train junior team members

College degree

Pay Range (OTE Pay): $45,073 - $79,497

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 08/07/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

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. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.