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.
