<p data-path-to-node="8">Talkdesk is seeking a <strong data-path-to-node="8" data-index-in-node="22">Sr. Technical Support Engineer</strong> who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother.</p> <p data-path-to-node="9">You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions.</p> <hr data-path-to-node="10"> <h2 data-path-to-node="11"><strong data-path-to-node="11" data-index-in-node="0">Key Responsibilities</strong></h2> <h3 data-path-to-node="12"><strong data-path-to-node="12" data-index-in-node="0">Technical Leadership & Triage</strong></h3> <ul data-path-to-node="13"> <li> <p data-path-to-node="13,0,0"><strong data-path-to-node="13,0,0" data-index-in-node="0">Advanced Troubleshooting:</strong> Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity.</p> </li> <li> <p data-path-to-node="13,1,0"><strong data-path-to-node="13,1,0" data-index-in-node="0">Escalation Management:</strong> Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution.</p> </li> <li> <p data-path-to-node="13,2,0"><strong data-path-to-node="13,2,0" data-index-in-node="0">Developer Advisory:</strong> Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations.</p> </li> </ul> <h3 data-path-to-node="14"><strong data-path-to-node="14" data-index-in-node="0">Efficiency & Innovation</strong></h3> <ul data-path-to-node="15"> <li> <p data-path-to-node="15,0,0"><strong data-path-to-node="15,0,0" data-index-in-node="0">Tool Development:</strong> Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows.</p> </li> <li> <p data-path-to-node="15,1,0"><strong data-path-to-node="15,1,0" data-index-in-node="0">Process Optimization:</strong> Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations.</p> </li> </ul> <h3 data-path-to-node="16"><strong data-path-to-node="16" data-index-in-node="0">Customer Advocacy & Success</strong></h3> <ul data-path-to-node="17"> <li> <p data-path-to-node="17,0,0"><strong data-path-to-node="17,0,0" data-index-in-node="0">Voice of the Customer:</strong> Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams.</p> </li> <li> <p data-path-to-node="17,1,0"><strong data-path-to-node="17,1,0" data-index-in-node="0">Strategic Consulting:</strong> Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements.</p> </li> <li> <p data-path-to-node="17,2,0"><strong data-path-to-node="17,2,0" data-index-in-node="0">Risk Mitigation:</strong> Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning.</p> </li> <li> <p data-path-to-node="17,3,0"><strong data-path-to-node="17,3,0" data-index-in-node="0">Feature Demonstrations:</strong> Conduct engaging demos of feature enhancements for both new and existing customers.</p> </li> </ul> <hr data-path-to-node="18"> <h2 data-path-to-node="19"><strong data-path-to-node="19" data-index-in-node="0">Qualifications</strong></h2> <h3 data-path-to-node="20"><strong data-path-to-node="20" data-index-in-node="0">Must-Have Requirements</strong></h3> <ul data-path-to-node="21"> <li> <p data-path-to-node="21,0,0"><strong data-path-to-node="21,0,0" data-index-in-node="0">Experience:</strong> 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.</p> </li> <li> <p data-path-to-node="21,1,0"><strong data-path-to-node="21,1,0" data-index-in-node="0">Communication:</strong> Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds.</p> </li> <li> <p data-path-to-node="21,2,0"><strong data-path-to-node="21,2,0" data-index-in-node="0">Technical Proficiency:</strong> SIP/Telephony Experience background</p> </li> <li> <p data-path-to-node="21,3,0"><strong data-path-to-node="21,3,0" data-index-in-node="0">Operational Excellence:</strong> Expert-level time management and prioritization methods are second nature to you.</p> </li> <li> <p data-path-to-node="21,4,0"><strong data-path-to-node="21,4,0" data-index-in-node="0">Consultative Mindset:</strong> A proactive approach to problem-solving and a dedication to teamwork.</p> </li> <li><strong>Customer Focus: </strong>A premium care mindset, with white glove approach.</li> </ul> <h3 data-path-to-node="22"><strong data-path-to-node="22" data-index-in-node="0">Nice-to-Have Skills</strong&g