Senior Technical Support Engineer – Telephony

Talkdesk

. Lead Talkdesk’s most intricate support tasks by outlining reproduction steps, driving issues to resolution, and managing customer expectations .

Posted 9/23/2026full-timeRemote • United StatesSenior💰 $49,504 - $91,520 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS Customer Support and IT Project Management, with a strong focus on technical problem-solving, customer advocacy, and effective communication of complex concepts. Proficient in developing internal tools and automating workflows using JavaScript, while managing customer expectations and collaborating with cross-functional teams.

Highest-signal resume keywords

SaaS Customer SupportJavaScript DevelopmentSQL QueryingSIP/Telephony ExperienceTime Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JavaScriptSQLLookerVoIPSIPWebRTCICEOAuthSAMLTCP/IP

Soft Skills

Problem-SolvingTeamworkCommunicationTime ManagementCustomer Advocacy

Tools & Technologies

SalesforceTwilioPlivoNexmo

Industry Keywords

SaaSCustomer SupportTechnical SolutionsRisk MitigationContingency Plans

Tech Stack

Tools & technologies

DNSJavaScriptSQLTCP/IPVoIP

About the role

Key responsibilities & impact

Lead Talkdesk’s most intricate support tasks by outlining reproduction steps, driving issues to resolution, and managing customer expectations
Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services
Act as the primary technical contact for partner and user developers on custom solutions and integrations
Develop internal tools or scripts, including JavaScript, to automate time-consuming workflows
Identify processes and technical solutions for unexpected or high-pressure situations
Synthesize customer feedback and advocate for customers with Product and Engineering teams
Build trust with client leadership, remove roadblocks, formulate best practices, and document functional and technical requirements
Track work progress with customers and create risk mitigation and contingency plans
Conduct feature enhancement demonstrations for new and existing customers
Bridge customers with Engineering, Product, and Professional Services teams

Requirements

What you’ll need

2–4 years of experience in SaaS Customer Support delivery or IT Project Management
Fluent English skills
Ability to communicate complex technical concepts to stakeholders of all backgrounds
SIP/Telephony Experience background
Expert-level time management and prioritization methods
Proactive approach to problem-solving and dedication to teamwork
Premium care mindset with a white glove approach
Salesforce knowledge (nice to have)
Knowledge of voice API providers such as Twilio, Plivo, and Nexmo (nice to have)
Knowledge of RTC protocols including VoIP, SIP, WebRTC, and ICE (nice to have)
Proficiency in JavaScript (nice to have)
Experience querying databases using SQL and Looker (nice to have)
Familiarity with OAuth and SAML authentication (nice to have)
Familiarity with DNS and TCP/IP networking protocols (nice to have)

Benefits

Comp & perks

Medical, Dental, Vision, Life and Disability Insurance
Employee Assistance Program (EAP)
401(k) plan
Uncapped paid time off program for exempt employees
Accrual-based paid time off program for non-exempt employees
14 paid holidays each year
Uncapped paid time off for exempt employees and accrual-based sick leave for non-exempt employees
Long-term incentives in the form of equity may be available
Short-term incentives of bonus or commission may be available