Talkdesk is hiring a Technical Support Engineer - Platform Support to serve as the first point of contact for platform-related issues. This role focuses on capturing incident details, determining impact and severity, and working toward immediate resolution while keeping support quality and service commitments on track.
Working remotely, you will support multiple Talkdesk applications across reporting, workforce management, and quality management. You will also maintain strong ticket hygiene, manage escalations with ownership, and communicate clearly during incidents.
What you’ll do
- Handle issue triage and support for reporting applications, including data verification, user management and access control, and incident escalation
- Support workforce management (WFM) applications, including schedule and roster support, configuration and maintenance, data sync and integration monitoring, and ticketing and troubleshooting
- Support quality management (QM) applications, including platform administration, recording and media troubleshooting, system health monitoring, and access and role management
- Maintain rigorous ticketing hygiene and keep cases organized for accurate resolution and follow-up
- Ensure SLA compliance and tracking throughout the incident lifecycle
- Drive escalation and ownership when issues require further support
- Contribute to knowledge base maintenance to keep documentation current
- Provide incident communication during active events
What you bring
- Fluency 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 explain complex topics in plain English
- Professional, courteous approach with a commitment to customer support
- Open-minded, positive mindset and strong desire to learn
- Great attitude and ability to work as a team player
- Willingness to work flexible hours
- Willingness to mentor and help train junior team members
- College degree
Compensation
Pay range (OTE pay): USD 45,073 - 79,497 per year. Depending on level and role, there may be eligibility for long term incentives in the form of equity and short term incentives of bonus or commission.
Benefits
- Medical, Dental, Vision, Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off for exempt employees and an accrual-based program for non-exempt employees, subject to manager approval and business needs
- 14 paid holidays each year
- Exempt employees have uncapped paid time off, and non-exempt sick leave follows accrual standards, subject to manager approval and business needs
Work environment
Primarily office-environment work with extended periods of sitting or standing and computer-based tasks. Limited lifting, with equipment usage limited to computer-related equipment (keyboards, mouse, etc.).
How to apply
Apply online. The application window is expected to close at least 10 days from the posting date. The role was posted on 08/07/2026.
