Technical Support Engineer - Porting Team

Talkdesk is seeking a dedicated Technical Support Engineer to join our Porting Team, serving as a primary point of contact for platform-related inquiries. You will play a critical role in ensuring system stability and providing high-quality support to our diverse range of customers.

Key responsibilities

• Perform accurate incident triage, classification of impact and severity, and provide immediate resolution for platform issues.
• Manage reporting applications, including data verification, user management, and access control.
• Support Workforce Management (WFM) and Quality Management (QM) applications through configuration, maintenance, and system health monitoring.
• Maintain rigorous ticketing hygiene and ensure strict adherence to service level agreements.
• Manage incident communication and contribute to the ongoing maintenance of our internal knowledge base.

Requirements

• Fluency in English with excellent written and verbal communication skills.
• Proven experience in a client-facing technical role within a product-focused business.
• Strong problem-solving, critical-thinking, and decision-making abilities.
• Ability to translate complex technical concepts into clear, understandable language.
• A positive, open-minded attitude with a commitment to mentoring junior team members.

What we offer

• Comprehensive health insurance coverage including medical, dental, and vision plans.
• Retirement benefits through a 401(k) plan.
• Generous paid time off program and 14 paid holidays annually.
• Opportunities for professional growth and long-term incentives.