Your role
As an Advanced Service Partner Support Engineer, you are more than a support agent; you are a partner advocate, a technical detective, and a crisis manager. You will take full ownership of escalated support tickets, acting as the single point of contact for our partners through their most challenging situations. You will host live troubleshooting sessions with partners and their customers, dive deep into system logs, and navigate our internal organization to drive issues to a swift and complete resolution.
Beyond just fixing problems, you will be a key driver of systemic improvement. You will be responsible for creating internal documentation, identifying trends in escalations, and providing data-driven feedback to improve our products and processes. This is a role for someone with a team-first attitude who thrives on challenges and is adaptable to change.
This position reports to the Sr. Manager, Advanced Services Partner Support and is based in our Kitchener office. The preferred working hours will be Monday through Friday between 8 am and 8 pm Eastern Time.
Our team is for people who enjoy working as communicators and interpreters at the interface between customers and engineers. You are someone who loves to understand technical problems, identify the right troubleshooting path, and then share the key lessons of the investigation with the customer. As an Advanced Service Partner Support Engineer, you love to gain and share technical knowledge to help customers and product engineers and to make a positive impact beyond just handling tickets.
What you’ll do
- Train on the basics of Dialpad’s products, key features, and company culture.
- Complete self-study activities that introduce best practices for advanced troubleshooting and adopt best practices that will help you learn about the more technical details of how Dialpad’s products work.
- Participate in team meetings and direct or virtual side-by-side training with teammates.
- You'll become familiar with navigating our public and internal knowledge tools to find resources and best practices for various troubleshooting situations.
- Begin helping investigate quality and performance issues on Dialpad-compatible devices and customer networks.
- Take calls from inbound mediums
- You'll be responsible for assigning yourself work from the queue and assisting customers with their issues.
- Receive performance feedback from your first 30 days and will work with your manager to identify which specific skills to focus your time developing for the next 30-day interval.
- File feedback requests and bug reports and will partner with engineers to address customer-reported issues.
- Learn how to file tickets with our carrier partners and other third-party vendors and see them to completion.
- Begin filing tickets with engineers and carrier partners for issues requiring additional follow-up.
- Begin training on outage handling best practices.
- You’ll be responsible for proactively taking tickets from the queue and helping drive contacts to the appropriate resolution.
- You may occasionally troubleshoot escalations about Dialpad meetings.
- Meet our established service levels and productivity standards for ticket handling.
- Effectively manage communications with various internal teams, including Product Support, Engineering, and Customer Success.
- Manage carrier escalations and trouble tickets, deal with issues related to carrier interoperability, perform network assessments, and make test calls.
- You’ll start preparation to join the emergency on-call rotation for the team.
- Train on outage handling best practices and be available to provide support for any teammates who may be handling an outage.
- You’ll be part of innovating methods to drive positive change in telephony escalations, including improving support effectiveness, identifying ways to improve troubleshooting workflows, providing feedback about the onboarding experience, and participating in discussions about maintaining high-quality service as the customer base grows.
Skills you’ll bring
- Required: 5+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Technical Account Management) supporting VoIP, UCaaS, or complex SaaS products.
- Required: Demonstrable experience in customer and partner de-escalation, managing critical incidents, and sensitive communication.
- Deep expertise in troubleshooting VoIP desk phones (e.g., Polycom/Yealink) and local networking issues (Routers, Firewalls, QoS).
- Strong understanding of SIP call signaling, carrier interoperability, and packet capture analysis.
- Proficiency with ticketing systems (Zendesk, Jira) and CRM tools.
- Bachelor's degree and/or technical certification (e.g., CCNA, Network+) is highly preferred.
