Lead Technical Support Engineer

The Lead Technical Support Engineer (Tier II) serves as a senior technical resource, driving the resolution of complex customer issues, leading technical investigations, and supporting the success of the Customer Care organization. This role partners closely with Engineering, Product, Customer Success, and external partners to resolve high-impact escalations, improve support processes, and enhance product quality.

In addition to providing advanced technical expertise, the Lead Technical Support Engineer mentors fellow engineers, promotes operational excellence, and helps shape support strategy through documentation, knowledge sharing, and continuous process improvement. This role plays a critical part in delivering exceptional customer experiences while driving organizational growth and product reliability., * Lead the investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams.

• Act as the primary technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and third-party partners.
• Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes.
• Handle advanced cloud telephony and VoIP troubleshooting, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording.
• Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer networks, cloud infrastructure, and telecommunications providers.
• Partner with carriers and service providers to troubleshoot routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance.
• Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics to troubleshoot real-time communications.
• Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings.
• Provide technical leadership during customer meetings, incident bridges, and post-incident reviews.
• Mentor and coach Technical Support Engineers by providing guidance, knowledge sharing, and case reviews.
• Identify trends across support cases and recommend improvements to product stability, tooling, and operational processes.
• Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles.
• Drive continuous improvement initiatives that increase support efficiency and reduce customer impact.
• Partner with Customer Success, Sales, Professional Services, and Product Management to address customer-impacting technical challenges.
• Support major incidents through technical coordination, stakeholder communication, and post-incident analysis.
• Contribute to onboarding, technical training, and development of new support engineers.

• 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.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid sick time
• Employee assistance program, Pay Range (OTE Pay): $60,132 - $109,990

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.

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.

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.)

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.