Talkdesk · 4 hours ago
Technical Support Engineer
United States
Full-time
Remote
New Grad, Entry Level
$17.25/hr - $27.40/hrTalkdesk is a cloud contact center leader recognized for redefining customer experience. The Technical Support Engineer will provide technical assistance and support to customers, manage support tickets, and collaborate with engineering and product teams to resolve complex issues.
Artificial Intelligence (AI)Cloud ComputingCRMCustomer ServiceSaaS
Responsibilities
Answer technical support tickets via email, chat, Screen shares (Live troubleshooting), and phone
Communicating with customers in a professional and empathetic manner
Providing timely and accurate customer feedback
Managing multiple tickets and tasks at one time
Collaborate with our engineering and product teams to solve more complex issues
Identify, document, and follow up with engineers on product bugs and features
Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers
Documenting customer interactions and maintaining customer records in Talkdesk’s CRM system
Contributing to Talkdesk’s knowledge base articles and troubleshooting documentation for internal and customer use
Other projects and tasks as assigned by Customer Care Leadership
Willing to work flexible hours and weekends
40+ hours / 5 working days per week, from Monday through Sunday, and rotating holidays
Training Monday - Friday for 4 weeks, hours TBD
Qualification
Required
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
Training will be provided but Training hours may differ from shift hours
Experience using a ticketing system
Preferred
Fluent level in other languages (preferably Spanish)
Degree in a technical subject
Knowledge of IP Telephony
Experience diagnosing QoS issues
Experience with Call Center technology such as IVRs
Benefits
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, subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.
Company
Talkdesk
Talkdesk offers an enterprise contact center platform that allows companies to make the customer experience a competitive advantage.
Founded in 2011
1001-5000 employees
H1B Sponsorship
Talkdesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$592.45MKey Investors
Transpose Platform ManagementViking Global InvestorsSalesforce Ventures
2025-09-01Debt Financing· $95M
2021-08-12Series D· $230M
2020-07-23Series C· $143M
Leadership Team
Tiago Paiva
Founder and CEO
Munil Shah
Chief Technology Officer
Recent News
2025-12-09
2025-12-09
Company data provided by crunchbase