Sr. Support Engineer (AI)

TL;DR

Sr. Support Engineer (AI): Responsible for fine-tuning AI deployments and ensuring long-term operational excellence, with an accent on resolving complex AI issues, including hallucinations and retrieval failures. Focus on partnering with Engineering and Product teams to drive bugs to resolution and improve the accuracy and efficiency of live AI Voice and Digital Agents.

Location: Kitchener, Canada

Company

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will do

• Act as the ultimate escalation point for complex AI issues within the Agentic AI platform.
• Partner directly with Core Engineering to identify, reproduce, and resolve platform bugs or systemic limitations discovered in production.
• Analyze system logs, retrieval pipelines, and decision logic to improve the accuracy and efficiency of live AI Voice and Digital Agents.
• Host live sessions with partners and customers to debug custom API integrations, CRM connectors, and multi-agent architectures.
• Identify trends in AI escalations to provide data-driven feedback that influences the product roadmap.
• Capture common customer pain points, successful integration patterns, and platform limitations to influence the product roadmap and accelerate feature development.

Requirements

• 4+ years in a customer-facing senior technical support, escalation engineering, or forward-deployed role supporting complex SaaS or AI products.
• Deep understanding of the modern AI stack, including LLMs, prompt engineering, and vector databases.
• Proficient in Python or JS for script analysis.
• Experience using ticketing and diagnostic tools like Zendesk and Jira.
• Thrive in ambiguity and take full ownership of outcomes.
• Contributor to a dynamic team culture.

Culture & Benefits

• Competitive benefits and perks.
• Robust training program.
• Inclusive and vibrant office environment.
• Exceptional culture recognized as a certified Great Place to Work.