TECHNICAL SUPPORT ENGINEER

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Job Summary:

• Provide a brief overview of the job and overall objectives.
• Write the summary so that job candidates understand why the job exists.
• Explain how the job contributes to the organization's growth.

Duties and Responsibilities:

• Lead Talkdesk’s complex customer support triage tasks. Outline steps to reproduce, drive issues through resolution and manage customer communication effectively.
• Take escalated issues from tier 1 or any of the client services team and drive them through resolution on a timely manner.
• Point of contact for partner and user developers, comfortable navigating and advising on custom solutions.
• Develop tools to automate the team’s most time consuming recurring tasks.
• Time management and prioritization methods are second nature to you.
• Identify relevant customer feedback and be the voice of our customer to the rest of the internal teams.
• Apply advanced troubleshooting techniques to provide unique solutions to our customer's individual needs.
• Develop trust with client leadership to remove roadblocks and ensure customer success.
• Work with customers to track work progress, and create strategies for risk mitigation and contingency planning.
• Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs.
• Leverage strong technical acumen to identify process and technical solutions dynamically to unexpected situations.
• Conduct engaging demos of feature enhancements for new and existing customers.
• Partner with internal teams such as Product, Professional Services, Engineering, etc. to assure timely delivery of feature requests, bug fixes and support requests.

• 5-7 years of experience in Customer Support delivery, or 3-5 years of IT Project management experience in a SaaS business.
• Experience and skill sets related to Salesforce (certified admin), voice API providers such as Twilio, Plivo, Nexmo, etc. and other programmatic analysis tools.
• Experience with coding / scripting languages such as Ruby, JS or batch.
• Experience querying databases (SQL, Looker).
• Comfortable with REST APIs, track record in troubleshooting and helping to implement on external systems.
• Knowledge of industry standards auth methods is a plus (OAuth, SAML).
• Chrome developer console feels like home to you.
• Experience with Networking protocols (DNS, TCP/IP).
• Experience with RTC related protocols is a plus (VoIP, SIP, WebRTC, ICE).
• A proven track record of resolving complex tier 2 issues.
• Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels.
• FAST Focus+Accountability+Speed=Talkdesker:
• Focus: Makes the very best use of your own efforts and those of your team. Creates space and clarity, so that you can focus your energy and attention on the things that really matter.
• Accountability: Holds self and others accountable to meet commitments. Accepts responsibility for successes and failures of own work, the team’s work, and the company.
• Speed: Executes with agility and urgency. Acts promptly, decisively, and without delay. Makes good and timely decisions that keep the organization moving forward.

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance.

To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.