Sr. Technical Support Engineer

Dialpad · Waterloo

Customer Supportposted 2w ago

About Dialpad
Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: 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 Salary Range

$66,500—$74,750 CAD

Why Join Dialpad

Work at the center of the AI transformation in business communications
Build and ship agentic AI products that are redefining how companies operate
Join a team where AI amplifies every employee’s impact
Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help 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, repeatedly recognized as a Great Place to Work, ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.