# Technical Support Engineer

**Company**: Dialpad
**Location**: Kitchener, Canada
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $71,000-$89,750 CAD
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/dialpad/jobs/8483987002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8d9fca0b-5eb

## Description

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.

## Skills

### Required
- LAN/WAN networking
- cloud-based technologies
- VoIP
- SIP environments
- desk phone provisioning
- troubleshooting
- problem-solving
- written communication
- verbal communication

### Nice to have
- Contact Center IVR workflows
- 3rd party CRM integrations

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/dialpad/jobs/8483987002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)