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Dialpad is an AI-powered customer experience platform that combines AI agents with human agents on a single platform to resolve customer issues in real time across voice and digital channels. The company serves market-leading brands including Netflix, Motorola Solutions, and Randstad, and is backed by top-tier investors including Andreessen Horowitz and GV.
As a Senior Technical Support Engineer, you will be a critical technical partner supporting Dialpad's cloud-based communications platform. You'll own complex technical issues end-to-end, working across Engineering, Product, and Sales to drive resolution and improve customer experience.
Key responsibilities include:
- Managing carrier escalations, trouble tickets, and interoperability issues across telco networks
- Monitoring network performance, conducting DID probes and test calls, and proactively identifying potential issues
- Supporting customers across a range of inquiries from basic product questions to complex technical troubleshooting
- Diagnosing and resolving technical issues, escalating bugs, and partnering cross-functionally for timely resolution
- Maintaining and exceeding established service levels and productivity standards
- Collaborating with Sales, Engineering, and Product teams to enhance the customer experience
- Identifying opportunities to improve support processes, educate users, and scale the support model
This role is ideal for someone who thrives in fast-paced environments, enjoys problem-solving, and is passionate about delivering exceptional customer experiences. You'll work with a team that values curiosity, persistence, and empathy.
