Technical Support Engineer at Dialpad

About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more. Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic. Your Role As a Technical Support Engineer at Dialpad, you will play a critical role in supporting our cloud-based communications platform and ensuring a seamless customer experience. You’ll act as a key partner across Engineering, Product, and Sales, owning complex technical issues and driving them through to resolution. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences. What You’ll Do • Manage carrier escalations, trouble tickets, and interoperability issues across telco networks. • Monitor network performance, conduct DID probes and test calls, and proactively identify potential issues. • Support customers across a range of inquiries—from basic product questions to complex technical troubleshooting. • Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive timely resolution. • Maintain and exceed established service levels and productivity standards. • Collaborate closely with Sales, Engineering, and Product teams to improve the customer experience. • Identify opportunities to enhance support processes, educate users, and scale our support model. Skills You’ll Bring • 3+ years of experience in Customer Support within telecom, carrier, or VoIP environments. • Strong understanding of LAN/WAN networking and cloud-based technologies. • Experience with VoIP, SIP environments, and desk phone provisioning. • Solid troubleshooting and problem-solving skills with the ability to navigate complex technical issues. • Strong written and verbal communication skills. • Self-starter mindset with a strong sense of ownership and a team-oriented approach. Familiarity with Contact Center IVR workflows and 3rd party CRM integrations. • Knowledge of telco carrier networks and interoperability. Familiarity with communication platforms and mobile networks. • Experience with ticketing systems such as Zendesk or Jira. • SIP messaging and Wireshark experience. • Understanding of enterprise IT environments and security requirements. For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits. Ontario Pay Transparency Range$71,000—$89,750 CADWe believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.