Technical Support Engineer - Porting Team
The Technical Support Engineer - Porting Team at Talkdesk is a remote position focused on providing initial support for platform-related issues. This role involves accurately capturing incident details, assessing impact and severity, and striving for immediate resolution. The position is part of Talkdesk's Premium Care team, which is dedicated to delivering exceptional customer support.
Key responsibilities include triaging and supporting reporting applications, verifying data, managing user access, and escalating incidents as needed. The role also involves supporting workforce management applications, including schedule and roster support, configuration and maintenance, data synchronization, and integration monitoring. Additionally, the position requires familiarity with quality management applications, such as platform administration, recording and media troubleshooting, system health monitoring, and access and role management. Experience working with government or education customers is also beneficial. The role emphasizes rigorous ticketing practices, adherence to service level agreements, effective escalation and ownership, knowledge base maintenance, and clear incident communication.
Candidates should be fluent in English with excellent written and verbal communication skills. Previous experience in a client-facing technical role within a product business is preferred. Strong problem-solving, decision-making, and critical-thinking abilities are essential, along with the capacity to simplify complex issues for diverse audiences. A professional and courteous demeanor, openness to learning, a positive attitude, and a willingness to work flexible hours are important. The role also involves mentoring and training junior team members. A college degree is preferred.
The compensation package includes an on-target earnings range of $45,073 to $79,497. Additional incentives may include equity, bonuses, or commissions, depending on the role and level. Benefits encompass medical, dental, vision, life, and disability insurance, as well as an Employee Assistance Program. Retirement benefits include a 401(k) plan. Paid time off is uncapped for exempt employees and accrual-based for non-exempt employees, subject to manager approval and business needs. The company observes 14 paid holidays annually and provides paid sick leave, with policies varying for exempt and non-exempt employees.
Talkdesk is a leader in Customer Experience Automation, redefining how brands interact with customers through AI. The company fosters an inclusive culture where diverse perspectives drive success, and every voice is valued. Employees are empowered to make meaningful impacts while contributing to communities and the environment. Talkdesk has been recognized as a leader in the Gartner Magic Quadrant for Contact Center as a Service and in the G2 Overall Grid Reports for AI Agents and Contact Center. With multiple AI Breakthrough awards and seven consecutive years on the Forbes Cloud 100, Talkdesk offers a dynamic environment for career growth and innovation.