# Sr. Technical Support Engineer

**Company**: Dialpad
**Location**: Kitchener, ON
**Experience**: senior
**Job type**: full-time
**Salary**: $66,500-$74,750 CAD
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/dialpad/jobs/8693381002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b74d09f7-d34

## 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.

Responsibilities:

- 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.

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.

Benefits:

- Competitive salary, comprehensive benefits, and real opportunities for growth

- 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

## Skills

### Required
- Customer Support
- LAN/WAN networking
- cloud-based technologies
- VoIP
- SIP environments
- desk phone provisioning
- troubleshooting
- problem-solving
- written and verbal communication
- self-starter mindset
- team-oriented approach
- Contact Center IVR workflows
- CRM integrations
- telco carrier networks
- interoperability
- communication platforms
- mobile networks
- ticketing systems
- SIP messaging
- Wireshark
- enterprise IT environments
- security requirements

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/dialpad/jobs/8693381002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)