{"id":745139,"url":"https://alion.io/job/talkdesk-technical-support-engineer-platform-support","title":"Technical Support Engineer - Platform Support","company":{"id":54011,"name":"Talkdesk","domain":"talkdesk.com","url":"https://alion.io/company/talkdesk","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":6,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":88,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":45073,"max":79497,"currency":"USD","period":"year","gross":null,"usd_annual":79497},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-08-07T14:10:40Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-21T03:56:14Z","board_verified":true,"closed_at":null,"days_open":74,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":74},"description":"The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.\nTeam Specific Duties and Responsibilities:\nFamiliarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation\n Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting\n Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management\nRigorous Ticketing Hygiene\nSLA Compliance & Tracking\nEscalation & Ownership\nKnowledge Base Maintenance\nIncident Communication\nPreferred Qualifications:\nFluent in English\nExcellent written and verbal communication skills\nPrevious experience in a client-facing technical role for a product business\nStrong problem-solving, decision-making, and critical-thinking skills\nAbility to make sense of something complex and explain it in plain English\nProfessional, courteous and committed to providing amazing customer support\nOpen-minded, positive and keen to learn\nGreat attitude, team player\nWilling to work flexible hours\nKeen to mentor and help train junior team members\nCollege degree\nPay Range (OTE Pay): $45,073 - $79,497\nOther 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. \nHealth Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).\nRetirement Benefits: 401(k) plan\nPaid 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.\nPaid Holidays: Talkdesk offers 14 paid holidays each year. \nPaid 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.\nMethod of Application: Apply online.\nApplication Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 08/07/2026.\nBenefits and perks listed above may vary based on the nature of your employment with Talkdesk.\nAll questions or concerns about this posting should be directed to the Talent team at .\nTalkdesk 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.\nTalkdesk 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!\nWork Environment and Physical Requirements:\nPrimarily 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.)\nThe 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.","description_format":"text","description_chars":4624,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":["Equity","Health insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","AI Agents","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-11T13:56:29Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":237500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.845,"p_room":0.6,"age_days":74,"expected_fill_days":88,"reasons":["conf:1","velocity","win:late","crowd:"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":79497,"is_top_pay":true},"html_url":"https://alion.io/job/talkdesk-technical-support-engineer-platform-support","json_url":"https://alion.io/job/talkdesk-technical-support-engineer-platform-support.json","meta":{"generated_at":"2026-10-21T05:53:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8580,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54011},"rest":"https://alion.io/mcp/rest/get_company?id=54011"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalkdesk-technical-support-engineer-platform-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftalkdesk-technical-support-engineer-platform-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftalkdesk-technical-support-engineer-platform-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/talkdesk-technical-support-engineer-platform-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalkdesk-technical-support-engineer-platform-support"}]}