The Technical Support Engineer – Premium Care serves as the initial point of contact for Talkdesk s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.
Key Responsibilities
- Familiarity with Reporting Applications: Issue Triage Support, Data Verification, User Management Access Control, and Incident Escalation
- Familiarity with Workforce Management (WFM) Applications: Schedule Roster Support, Configuration Maintenance, Data Sync Integration Monitoring, and Ticketing Troubleshooting
- Familiarity with Quality Management (QM) Applications: Platform Administration, Recording Media Troubleshooting, System Health Monitoring, and Access Role Management
- Familiarity working with Government (Federal, State, Local), or Education customers
- Rigorous Ticketing Hygiene
- SLA Compliance Tracking
- Escalation Ownership
- Knowledge Base Maintenance
- Incident Communication
Qualifications & Experience
- 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
Work Experience: 0 to 3 Years
Job Location: Remote/ WFH
Pay Range (OTE Pay): $45,073 – $79,497
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
About Talkdesk
Talkdesk is a leading provider of cloud-based call center software solutions, helping companies enhance customer service experiences with advanced AI and analytics tools. At Talkdesk, we’ve always believed customer experience should be better. Faster. Smarter. But until now, most platforms only managed the conversation—not the work behind it. That’s why we created Customer Experience Automation (CXA): a new type of platform that uses a network of specialized AI agents to do the actual work of customer service, sales, and support—resolving issues, processing tasks, generating knowledge, and orchestrating outcomes across systems, teams, and channels.
And while CXA transforms the speed and scale of service, it never loses sight of the human at the center. Every interaction is guided by empathy, context, and care so customers feel understood, not processed.
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