Technical Support Engineer

About the role

The Technical Support Engineer

Platform Support 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. You will own the end-to-end management of platform incidents from intake to resolution, ensuring rigorous ticket hygiene and adherence to established SLAs. This role requires deep familiarity with reporting, workforce management, and quality management applications to provide timely troubleshooting and system health monitoring. You will act as an escalation owner, guiding complex issues through to resolution while maintaining detailed documentation in the knowledge base. The position demands clear incident communication to internal stakeholders and a commitment to continuous process improvement. You will mentor junior team members, using your problem-solving skills to make complex technical concepts understandable in plain English. This role is critical in maintaining platform stability and delivering amazing customer support through proactive issue resolution.

Key facts

What you'll do

Investigate and triage platform issues across Reporting Applications, Workforce Management (WFM) Applications, and Quality Management (QM) Applications to determine root cause.

Perform rigorous ticket hygiene by ensuring all incident details are accurately captured, classified by impact and severity, and documented for future reference.

Drive SLA compliance and tracking for all platform-related tickets to meet service level agreements and internal standards.

Take ownership of escalations, following up on pending issues and coordinating with appropriate teams until resolution is achieved.

Maintain and update the knowledge base with troubleshooting steps, common issues, and resolutions to empower users and support colleagues.

Monitor system health and data sync processes within WFM and QM applications to identify potential issues before they impact users.

Troubleshoot configuration and maintenance issues in Workforce Management applications, including schedule adjustments, data integration monitoring, and ticketing problems.

Provide platform administration support for Quality Management applications, focusing on recording, media troubleshooting, and access role management.

Act as a liaison between users and technical teams, communicating incident status and resolutions clearly and professionally.

Utilize strong problem-solving and critical-thinking skills to navigate complex platform issues and explain solutions in plain English.

Demonstrate excellent written and verbal communication skills to deliver professional, courteous, and amazing customer support to all stakeholders.

Work flexible hours as needed to support global users and ensure continuous platform availability and support coverage.

Mentor and help train junior team members on platform processes, troubleshooting techniques, and support best practices.

Engage in continuous learning to stay updated on platform features, integrations, and support methodologies.

Collaborate with cross-functional teams to address data verification, user management, and access control challenges.

Requirements

Fluent in English with excellent written and verbal communication skills for clear and effective interaction.

Previous experience in a client-facing technical role for a product business is mandatory for this position.

Strong problem-solving, decision-making, and critical-thinking skills are essential for success in this role.

Ability to make sense of complex platform issues and explain technical solutions in plain English to non-technical users.

Professional, courteous, and committed to providing amazing customer support at all times.

Open-minded, positive, and keen to learn new technologies, processes, and support strategies.

Great attitude and proven ability to be a team player in a collaborative and inclusive environment.

Willing to work flexible hours and adapt to shifting priorities to meet business and user needs.

College degree or equivalent practical experience is required for this role.

Must be able to work remotely and manage time effectively without direct supervision.

Demonstrated experience with ticketing systems and incident management processes is highly valued.

Ability to work independently and take ownership of escalations and resolution paths.

Commitment to maintaining rigorous ticket hygiene and adhering to SLA compliance and tracking procedures.

Experience with reporting applications, workforce management systems, or quality management platforms is preferred but not required.

Nice to have

Familiarity with reporting applications such as Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation.

Experience with Workforce Management (WFM) applications including Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting.

Knowledge of Quality Management (QM) Applications including Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management.

Proven ability to mentor and train junior team members through coaching and knowledge sharing.

Experience in a client-facing technical support role within a product-based business environment.

Strong critical-thinking and decision-making capabilities when under pressure.

Excellent written and verbal communication skills with a talent for simplifying complex information.

A positive, open-minded attitude towards learning new tools, technologies, and support methodologies.

Demonstrated teamwork skills and a great attitude when collaborating with diverse peers.

Flexibility with working flexible hours to accommodate global support requirements.

Commitment to inclusive hiring practices and fostering an environment where every voice belongs.

Practical notes

The application window is expected to close at least 10 days from the posting date. The application was posted on 08/07/2026.

All questions or concerns about this posting should be directed to the Talent team at People.Support@talkdesk.com.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.