Technical Support Engineer (Makati Site)

Make your next big career move by applying as KMC Solutions' next TECHNICAL SUPPORT ENGINEER!

Talkdesk is expanding our coverage model for our commercial customers to provide more efficient and effective service. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

Duties and Responsibilities:
● Lead Talkdeskʼs complex customer support triage tasks. Outline steps to reproduce, drive issues through resolution and manage customer communication effectively
● Take escalated issues from tier 1 or any of the client services team and drive them through resolution on a timely manner
● Point of contact for partner and user developers, comfortable navigating and advising on custom solutions
● Develop tools to automate the teamʼs most time-consuming recurring tasks
● Time management and prioritization methods are second nature to you
● Identify relevant customer feedback and be the voice of our customer to the rest of the internal teams
● Apply advanced troubleshooting techniques to provide unique solutions to our customer's individual needs
● Develop trust with client leadership to remove roadblocks and ensure customer success
● Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
● Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
● Leverage strong technical acumen to identify process and technical solutions dynamically to unexpected situations.
● Conduct engaging demos of feature enhancements for new and existing customers
● Partner with internal teams such as Product, Professional Services, Engineering, etc. to assure timely delivery of feature requests, bug fixes and support requests

Required Qualifications:
● 5-7 years of experience in Customer Support delivery (technical support) or 3-5 years of experience in IT Project Management (B2B)
● Experience within SaaS, fintech, telco, managed services, or similar technology environment.
● Strong general troubleshooting and problem-solving skills are required.
● Experience working with a ticketing platform is required (Zendesk is preferred)
● Experience with Salesforce or similar CRM tool (administration/technical support)

Preferred Qualifications:
● Comfortable with REST APIʼs, track record in troubleshooting and helping to implement on external systems
● Knowledge of industry standards auth methods is a plus (Auth, SAML)
● Chrome developer console feels like home to you
● Experience with Networking protocols (DNS, TCP/IP,)
● Experience with RTC related protocols is a plus (VoIP, SIP, WebRTC, ICE)
● A proven track record of resolving complex tier 2 issues
● Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels