Senior Technical Support Engineer

Confirmed live in the last 24 hours

Talkdesk

Compensation

$49,504 - $91,520/year

Orlando

On-site

Posted March 26, 2026

Job Description

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!

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother.

You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions.

Key Responsibilities

Technical Leadership & Triage

Advanced Troubleshooting: Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity.
Escalation Management: Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution.
Developer Advisory: Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations.

Efficiency & Innovation

Tool Development: Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows.
Process Optimization: Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations.

Customer Advocacy & Success

Voice of the Customer: Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams.
Strategic Consulting: Develop trust with

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