Technical Support Engineer

Job Description

• Answering technical support tickets via email, chat, screen shares, and phone.
• Communicating with customers in a professional and empathetic manner.
• Managing multiple tickets and tasks simultaneously.
• Collaborating with engineering and product teams to resolve complex issues.
• Identifying, documenting, and following up on product bugs and features.
• Acting as a liaison between engineering, customer success, and sales on technical issues.
• Documenting customer interactions and maintaining records in Talkdesk’s CRM system.
• Contributing to Talkdesk’s knowledge base articles and troubleshooting documentation.
• Other projects and tasks as assigned by Customer Care Leadership.
• Willing to work flexible hours and weekends.

• Fluent in English (reading, writing, speaking).
• Excellent written and verbal communication skills.
• Previous experience in a client-facing technical role for a CCaaS business.
• Must have a dedicated quiet workspace with high-speed internet.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Professional, courteous, and committed to providing amazing customer support.
• Open-minded, positive, and keen to learn.
• Great attitude, a team player.
• Keen to mentor and help train junior team members.
• Experience using a ticketing system.

• Full-time employment, competitive pay, health insurance, and other benefits.
• All the equipment needed to work from home.
• Being directly part of a start-up unicorn company.
• Working in a team that values quality over quantity and has achievable goals and metrics.
• Having a real chance of internal training and growth.
• Working in a healthy, balanced, fun, and challenging environment.
• Working remotely from anywhere in the USA.