Must have:**
Incident Response: Hands-on experience handling security incidents, including triage, containment, and coordination across teams.
Investigation Skills: Strong analytical ability to investigate alerts and logs (SIEM, EDR, network, cloud) and determine root cause.
SIEM Expertise: Practical experience implementing and tuning detection rules/use cases in a SIEM (e.g., Splunk, Sentinel, Elastic, QRadar).
RCA & Documentation: Proven ability to write clear post-mortems, RCAs, and incident reports for both technical and non-technical audiences.
Communication: Ability to work cross-functionally with engineering and other security teams, translating findings into clear remediation steps.
Process Mindset: Track record of identifying and driving improvements to detection and response processes.
Linux/Unix proficiency and comfort working across cloud (e.g., AWS) log sources.
Nice to have:**
Experience with detection engineering frameworks (e.g., MITRE ATT&CK) to map and prioritize coverage.
Familiarity with scripting/automation (Python, etc.) for detection or response tasks.
Understanding of compliance frameworks (ISO 27001, NIST, SOC2) as they relate to incident response.
Relevant certifications (e.g., GCIH, GCFA, Security+, SC-200, or SIEM-specific certifications).
Talkdesk 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.
Talkdesk 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!
Work Environment and Physical Requirements
Primarily 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.)
The 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.
