Senior Technical Support Engineer – Telephony

🕒 September 23

🇺🇸 United States – Remote

💵 $49.5k - $91.5k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Talkdesk

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🤝 B2B

🤖 Artificial Intelligence

🏥 Healthcare

💰 $230M Series D on 2021-08

B2B • Artificial Intelligence • 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 Talkdesk’s most intricate support tasks by outlining reproduction steps, driving issues to resolution, and managing customer expectations • Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services • Act as the primary technical contact for partner and user developers on custom solutions and integrations • Develop internal tools or scripts, including JavaScript, to automate time-consuming workflows • Identify processes and technical solutions for unexpected or high-pressure situations • Synthesize customer feedback and advocate for customers with Product and Engineering teams • Build trust with client leadership, remove roadblocks, formulate best practices, and document functional and technical requirements • Track work progress with customers and create risk mitigation and contingency plans • Conduct feature enhancement demonstrations for new and existing customers • Bridge customers with Engineering, Product, and Professional Services teams

🎯 Requirements

• 2–4 years of experience in SaaS Customer Support delivery or IT Project Management • Fluent English skills • Ability to communicate complex technical concepts to stakeholders of all backgrounds • SIP/Telephony Experience background • Expert-level time management and prioritization methods • Proactive approach to problem-solving and dedication to teamwork • Premium care mindset with a white glove approach • Salesforce knowledge (nice to have) • Knowledge of voice API providers such as Twilio, Plivo, and Nexmo (nice to have) • Knowledge of RTC protocols including VoIP, SIP, WebRTC, and ICE (nice to have) • Proficiency in JavaScript (nice to have) • Experience querying databases using SQL and Looker (nice to have) • Familiarity with OAuth and SAML authentication (nice to have) • Familiarity with DNS and TCP/IP networking protocols (nice to have)

🏖️ 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 of bonus or commission may be available

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