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# Senior Technical Support Engineer - Telephony

- **Company:** Talkdesk, Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $49,504.0 - $91,520.0
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), VoIP, Software as a Service, Databases, Domain Name System (DNS), Session Initiation Protocols, Network Security, Network Protocols, OAuth, Salesforce.Com, Security Assertion Markup Language (SAML), SQL Databases, TCP/IP, Twilio, WebRTC, Bug Reporting, Looker Analytics
- **Published:** September 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f84e51396ed84cea

## About the Role

* Experience: 2-4 years of experience in SaaS Customer Support delivery or IT Project Management.
 * Communication: Fluent English skills (additional languages are a plus); ability to communicate complex technical concepts to stakeholders of all backgrounds.
 * Technical Proficiency: SIP/Telephony Experience background
 * Operational Excellence: Expert-level time management and prioritization methods are second nature to you.
 * Consultative Mindset: A proactive approach to problem-solving and a dedication to teamwork.
 * Customer Focus: A premium care mindset, with white glove approach., * CRM & Ecosystems: Salesforce knowledge (from a User or Manager/POC perspective).
 * Telephony & APIs: Knowledge of voice API providers (Twilio, Plivo, Nexmo) and RTC protocols (VoIP, SIP, WebRTC, ICE).
 * Coding & Data: Proficiency in JavaScript (other languages a plus) and experience querying databases (SQL, Looker).
 * Networking & Security: Familiarity with industry-standard authentication (OAuth, SAML) and networking protocols (DNS, TCP/IP).

## Description

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., * 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., * 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 client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements.
 * Risk Mitigation: Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning.
 * Feature Demonstrations: Conduct engaging demos of feature enhancements for both new and existing customers.


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