Technical Support Engineer, Platinum

Dialpad
Kitchener
Workplace: OnsiteFull timeCAD 63,000 - 70,500 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Problem-solving","Communication","Ownership","Team-oriented","Self-starter"]

Own complex technical customer issues for Dialpad’s cloud communications platform, partnering with Engineering, Product, and Sales to drive issues to resolution. Handle carrier escalations, trouble tickets, and interoperability problems, while monitoring network performance and running DID probes/test calls. Provide troubleshooting support from basic questions to advanced diagnostics, maintain service levels, and improve support processes and user education as you scale the support model.

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FursaFursa
Dialpad
Dialpad
3 days ago

Technical Support Engineer, Platinum

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Last checked: 6 hours agoStatus: Live

Job Summary

Own complex technical customer issues for Dialpad’s cloud communications platform, partnering with Engineering, Product, and Sales to drive issues to resolution. Handle carrier escalations, trouble tickets, and interoperability problems, while monitoring network performance and running DID probes/test calls. Provide troubleshooting support from basic questions to advanced diagnostics, maintain service levels, and improve support processes and user education as you scale the support model.
Location: Kitchener
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage carrier escalations, trouble tickets, and interoperability issues across telco networks.
  • •Monitor network performance, run DID probes and test calls, and proactively identify potential issues.
  • •Support customers across inquiries ranging from product questions to complex technical troubleshooting.
  • •Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive timely resolution.
  • •Maintain and exceed service levels and productivity standards while improving support processes and educating users.

Pay and Benefits

Salary: CAD 63,000 - 70,500 annually

Key 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 and SIP environments, including desk phone provisioning.
  • •Solid troubleshooting and problem-solving skills for complex technical issues.
  • •Familiarity with ticketing systems such as Zendesk or Jira, plus strong written and verbal communication.
Experience:3+ yearsTelecomCarrierVoIP
Skills:Problem-solvingCommunicationOwnershipTeam-orientedSelf-starter
Languages:English
Tech Stack:VoIPSIPLAN/WANCloudZendeskJiraContact Center IVRCRM integrationsWireshark

Company Brief

Dialpad
Provides cloud-based business communications platform offering voice, video, messaging, contact center, and AI-driven call intelligence to help teams communicate and collaborate across devices and locations.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn