Technical Support Engineer (VoIP)

TL;DR

Technical Support Engineer (VoIP): Supporting Dialpad's cloud-based communications platform and ensuring a seamless customer experience with an accent on managing carrier escalations, trouble tickets, and interoperability issues across telco networks. Focus on diagnosing and resolving technical issues, escalating bugs, and partnering cross-functionally to drive timely resolution.

Location: Kitchener, Canada

Salary: $71,000 - $89,750 CAD

Company

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

What you will 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.
• Identify opportunities to enhance support processes, educate users, and scale our support model.

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, 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.
• Experience with ticketing systems such as Zendesk or Jira.

Nice to have

• 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.
• SIP messaging and Wireshark experience.
• Understanding of enterprise IT environments and security requirements.

Culture & Benefits

• Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential.
• Offices are designed to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
• Exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.