Technical Support Engineer Job at Dialpad (Kitchener)

Technical Support Engineer

Dialpad

Location:
Canada , Kitchener

Category:
IT - Administration

Contract Type:
Not provided

Salary:

71000.00 - 89750.00 CAD / Year

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Job Description:

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.

Job Responsibility:

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

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
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

What we offer: