Technical Support Engineer - Platform Support

The Technical Support Engineer - Platform Support serves as the first point of contact for Talkdesk platform issues, diagnosing incidents, documenting impact, and working toward immediate resolution.

Responsibilities

• Reporting Applications: triage and support for Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation
• Workforce Management (WFM) Applications: support for Schedule & Roster, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting
• Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management
• Maintain rigorous ticketing hygiene from intake through resolution
• Ensure SLA compliance & tracking
• Manage escalation & ownership of incidents
• Support knowledge base maintenance
• Handle incident communication as part of the support workflow

Requirements

• Fluent English
• Excellent written and verbal communication
• Previous experience in a client-facing technical role for a product business
• Strong problem-solving, decision-making, and critical-thinking skills
• Ability to interpret complex issues and explain them in plain English
• Professional, courteous approach with a commitment to customer support
• Open-minded, positive mindset with eagerness to learn
• Great attitude and team player collaboration
• 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
• Other types of pay: based on level and role, 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 program for exempt employees; accrual-based paid time off for non-exempt employees (manager approval and business needs apply)
• 14 paid holidays each year
• Non-exempt sick leave follows accrual standards (manager approval and business needs apply); exempt employees have uncapped paid time off

Health & Retirement

• Health insurance: Medical, Dental, Vision, Life and Disability Insurance; Employee Assistance Program (EAP)
• Retirement benefits: 401(k) plan

Time Off

• Paid time off: uncapped for exempt employees; accrual-based for non-exempt employees (manager approval and business needs apply)
• Paid holidays: 14 paid holidays each year
• Paid sick leave: non-exempt sick leave follows accrual standards; exempt employees have uncapped paid time off (manager approval and business needs apply)

Work Environment & Physical Requirements

• Primarily office-environment work
• Extended periods of sitting or standing; computer-based work
• Limited lifting; equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

Location

• Remote (remote)

Application

• Method: Apply online
• Posting date: 08/07/2026
• Application window: expected to close at least 10 days from the posting date