Technical Support Engineer - Platform Support

Job Summary

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.

Team Specific Duties and Responsibilities

Familiarity with Reporting Applications

• Issue Triage & Support
• Data Verification
• User Management & Access Control
• Incident Escalation

Familiarity with Workforce Management (WFM) Applications

• Schedule & Roster Support
• Configuration & Maintenance
• Data Sync & Integration Monitoring
• Ticketing & Troubleshooting

Familiarity with Quality Management (QM) Applications

• Platform Administration
• Recording & Media Troubleshooting
• System Health Monitoring
• Access & Role Management

General Responsibilities

• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Escalation & Ownership
• Knowledge Base Maintenance
• Incident Communication

Preferred Qualifications

• Fluent in English
• 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 skills
• Ability to make sense of something complex and explain it in plain English
• Professional, courteous and committed to providing amazing customer support
• Open-minded, positive and keen to learn
• Great attitude, team player
• Willing to work flexible hours
• Keen to mentor and help train junior team members
• College degree.

Compensation

Pay Range (OTE Pay)

$45,073 - $79,497.

Other Types of Pay

Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Benefits

Health Insurance

Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits

401(k) plan.

Paid Time Off

Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays

Talkdesk offers 14 paid holidays each year.

Paid Sick Leave

Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Application Details

Method of Application

Apply online.

Application Window

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

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk. All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

About Talkdesk

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs.

Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements

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

Equal Opportunity Statement

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.