Lead Technical Support Engineer

Duties and Responsibilities:

• Lead investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams.
• Act as primary technical owner for high-priority customer escalations, coordinating across Engineering, Product, and Infrastructure.
• Mentor and coach Technical Support Engineers, drive continuous improvement in support processes and documentation.

Core Competencies:

• Fluent in English; excellent written and verbal communication skills.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Ability to make sense of complex information and explain it in plain English.

About Talkdesk:

• Pioneering customer experience automation with AI-first solutions.
• Global team of innovators recognized as a Leader in Gartner Magic Quadrant and Forbes Cloud 100.
• Inclusive culture that values diverse perspectives and promotes empathy and acceptance.