Talkdesk
Technical Support Engineer - Platform Support
- Confirmed live in the last 24 hours
- $45.1k–$79.5k
- Mid level
- Remote
- Added 2 months ago
About this role
This role is for a Technical Support Engineer specializing in platform support, serving as the first point of contact for Talkdesk's platform-related issues. You'll be responsible for accurately documenting incidents, escalating when necessary, and maintaining the knowledge base. Excellent communication and problem-solving skills are essential to provide outstanding customer support.
What you'll do
- Triage and support reporting, WFM, and QM applications.
- Maintain rigorous ticketing hygiene and ensure SLA compliance.
- Escalate and own incidents, providing clear communication.
- Contribute to knowledge base maintenance.
- Verify data and manage user access.
- Monitor system health and troubleshoot issues.
What they're looking for
- Incident Management
- Ticketing Systems
- Data Verification
- Troubleshooting
- Communication (Written & Verbal)
- Problem-Solving
- Escalation
- Knowledge Base Management
Benefits
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- 401(k) plan
- Uncapped Paid Time Off (exempt)
- Accrual-based Paid Time Off (non-exempt)
- 14 Paid Holidays
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Talkdesk
Likely interview questions
- Describe your experience with incident management and escalation procedures.
- How do you prioritize tasks when dealing with multiple incoming support requests?