Technical Support Engineer - Platform Support

Overview

The Technical Support Engineer - Platform Support is the first point of contact for Talkdesk platform issues, handling incident details, classifying impact/severity, and attempting immediate resolution.

What you’ll do

• Act as the initial contact for platform-related incidents.
• Capture incident details accurately.
• Classify incident impact and severity.
• Attempt immediate resolution of issues.
• Perform triage and support and verify data.
• Support user management and access control.
• Maintain incident communication and ensure ticket escalation/ownership.

What you’ll need

• Familiarity with Reporting Applications, including issue triage & support, data verification, and user/access control.
• Familiarity with Workforce Management (WFM) applications including schedule/roster support and integration monitoring.
• Familiarity with Quality Management (QM) applications including platform administration and recording/media troubleshooting.
• Knowledge base maintenance.
• Fluency in English and 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; ability to explain complex issues in plain English.

Details

• Pay range (OTE): $45,073 - $79,497.
• Primarily office-environment work; extended periods of sitting or standing; computer-based work.
• Ability to work flexible hours.
• Application window posted on 08/07/2026; expected to close at least 10 days from posting.