Sr. Technical Support Engineer

Dialpad
Kitchener
Workplace: OnsiteFull timeCAD 66,500 - 74,750 annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Troubleshooting","Communication","Ownership","Team-oriented"]

Own complex technical issues for Dialpad’s cloud-based communications platform, partnering with Engineering, Product, and Sales to drive carrier escalations, interoperability troubleshooting, and timely resolutions. Monitor network performance, run DID probes and test calls, and diagnose SIP/VoIP problems, escalating bugs as needed. Support customers from product questions through advanced technical troubleshooting while maintaining service levels and improving support processes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Dialpad
Dialpad
2 days ago

Sr. Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own complex technical issues for Dialpad’s cloud-based communications platform, partnering with Engineering, Product, and Sales to drive carrier escalations, interoperability troubleshooting, and timely resolutions. Monitor network performance, run DID probes and test calls, and diagnose SIP/VoIP problems, escalating bugs as needed. Support customers from product questions through advanced technical troubleshooting while maintaining service levels and improving support processes.
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, conduct DID probes and test calls, and proactively identify potential issues.
  • •Support customers across inquiries from product questions to complex technical troubleshooting.
  • •Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive resolution.
  • •Maintain and exceed service levels and productivity standards while improving support processes and educating users.

Pay and Benefits

Salary: CAD 66,500 - 74,750 annually

Key Requirements

  • •3+ years of customer support experience in 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 for complex technical issues, with strong written and verbal communication.
  • •Experience with ticketing systems such as Zendesk or Jira, plus SIP messaging and Wireshark.
Experience:TelecomCarrierVoIPContact centerCloud communicationsSIPNetwork troubleshooting
Skills:Problem-solvingTroubleshootingCommunicationOwnershipTeam-oriented
Tech Stack:VoIPSIPLANWANCloud-based technologiesContact Center IVRCRM integrationsZendeskJiraWiresharkDID probesDesk phone provisioning

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