Lead Technical Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60.1k - $110k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Talkdesk

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🤝 B2B

💰 $230M Series D on 2021-08

B2B • AI • Healthcare

Talkdesk is an AI-powered customer experience platform designed to revolutionize the way businesses interact with their customers. Tailored for various industries, Talkdesk seamlessly integrates with existing systems to enhance customer service and agent productivity through hyper-personalized, context-aware experiences. With a focus on sectors such as financial services, healthcare, retail, and government, Talkdesk empowers organizations to scale operations, automate routine tasks, and optimize resource allocation, ensuring secure and efficient service delivery across all channels.

📋 Description

• Lead the investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams. • Act as the primary technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and third-party partners. • Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes. • Handle advanced cloud telephony and VoIP troubleshooting, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording. • Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer networks, cloud infrastructure, and telecommunications providers. • Partner with carriers and service providers to troubleshoot routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance. • Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics to troubleshoot real-time communications. • Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings. • Provide technical leadership during customer meetings, incident bridges, and post-incident reviews. • Mentor and coach Technical Support Engineers by providing guidance, knowledge sharing, and case reviews. • Identify trends across support cases and recommend improvements to product stability, tooling, and operational processes. • Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles. • Drive continuous improvement initiatives that increase support efficiency and reduce customer impact. • Partner with Customer Success, Sales, Professional Services, and Product Management to address customer-impacting technical challenges. • Support major incidents through technical coordination, stakeholder communication, and post-incident analysis. • Contribute to onboarding, technical training, and development of new support engineers.

🎯 Requirements

• 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.

🏖️ Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP) • 401(k) plan • uncapped paid time off program for exempt employees • 14 paid holidays each year • uncapped paid sick leave