Technical Support Engineer

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.

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 our support model.

To succeed in this role, you will need:

• 3+ years of experience in Customer Support within telecom, carrier, or VoIP environments.
• A 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.
• A 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 is a plus.