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Salary: CAD 63,000 - 70,500 / annual
Dialpad is an AI platform for customer experience that resolves customer problems in real time across voice and digital channels. The company's AI agents learn from human agents and improve with every interaction, helping organizations deliver better experiences and increase operational efficiency. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile, and serves market-leading brands including Randstad, Motorola Solutions, Netflix, and professional sports organizations.
As a Technical Support Engineer, you will play a critical role in supporting Dialpad's 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.
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 to drive timely resolution
- Maintaining and exceeding established service levels and productivity standards
- Collaborating closely with Sales, Engineering, and Product teams to improve the customer experience
- Identifying opportunities to enhance support processes, educate users, and scale the support model
REQUIREMENTS:
- 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
