Technical Support Engineer – Platform Support

Talkdesk

Technical Support Engineer supporting Talkdesk’s AI-powered customer experience automation platform. Triaging platform incidents, troubleshooting WFM and QM applications, tracking SLAs, and maintaining customer-facing support operations.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Talkdesk platform-related issues, including incident classification, resolution, and escalation. Proficient in configuring and maintaining Workforce Management applications while ensuring compliance with SLAs and providing exceptional customer support.

Highest-signal resume keywords

Incident ManagementWorkforce Management ApplicationsCustomer SupportData SynchronizationCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ClassificationIssue ResolutionData ManagementTicketing SystemsQuality Management ApplicationsTroubleshootingAccess ControlSystem MonitoringData VerificationApplication Configuration

Soft Skills

Problem-SolvingDecision-MakingCritical ThinkingTeam PlayerMentoring

Tools & Technologies

TalkdeskWorkforce Management SoftwareQuality Management Software

Industry Keywords

Client-Facing RoleSLA ComplianceIncident TriageData IntegrationTechnical Support

About the role

Key responsibilities & impact

Serve as the initial point of contact for Talkdesk platform-related issues
Capture incident details accurately
Classify incident impact and severity
Attempt immediate issue resolution
Triage and support reporting applications
Verify data and manage users and access control
Escalate incidents
Support schedules and rosters for Workforce Management applications
Configure and maintain WFM applications
Monitor data synchronization and integrations
Ticket and troubleshoot WFM issues
Administer Quality Management applications
Troubleshoot recording and media issues
Monitor system health
Manage access and roles
Maintain rigorous ticketing hygiene
Comply with and track SLAs
Own escalations
Maintain the knowledge base
Communicate about incidents
Mentor and help train junior team members

Requirements

What you’ll need

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 understand complex matters and explain them in plain English
Professional, courteous, and committed to providing excellent customer support
Open-minded, positive, and keen to learn
Great attitude and team-player mindset
Willingness to work flexible hours
Keen to mentor and help train junior team members
College degree preferred

Benefits

Comp & perks

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 program for non-exempt employees
14 paid holidays each year
Uncapped paid time off for exempt employees as paid sick leave
Accrual-based sick leave for non-exempt employees
Long term incentives in the form of equity may be available based on level and role
Short term incentives of either bonus or commission may be available based on level and role