Why This Job is Featured on The SaaS Jobs
Technical Support Engineer roles matter in SaaS because they sit at the boundary between a cloud product’s reliability and the customer experience. In this case, the work is anchored in a communications platform where real time performance, interoperability, and carrier dependencies can shape product perception as much as features. The remit spans network monitoring, telco escalation paths, and complex troubleshooting, which is a common pattern in SaaS businesses that operate on top of third party infrastructure.
For a SaaS career, this kind of position builds durable operating skills: translating ambiguous incidents into reproducible findings, managing tickets through cross functional handoffs, and developing an instinct for what should be solved through process versus product change. Exposure to tooling like Zendesk or Jira and to disciplines like SIP analysis and networking fundamentals also transfers well across support engineering, solutions engineering, and reliability adjacent tracks in other SaaS environments.
This role tends to suit professionals who prefer structured problem solving and clear ownership of outcomes, while still collaborating closely with Product and Engineering. It aligns well with someone who enjoys deep technical investigations and can communicate crisply with both customers and internal teams when issues span carriers, networks, and application behavior.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
