Position Details

Type Full-Time

Experience mid

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

Technical Support Engineer in Dialpad's Kitchener office; owns complex technical issues, telco/network troubleshooting, and ensuring customer satisfaction.

Key Responsibilities

Manage escalations and tickets
Monitor network performance
Troubleshoot and resolve customer inquiries
Collaborate with Sales, Engineering, and Product
Maintain SLA standards

Technical Overview

Focus on troubleshooting telecom/network integrations, DID probes, and maintaining service levels for cloud-based communications platform.

Ideal Candidate

The ideal candidate is a hands-on IT support engineer with strong troubleshooting for telco networks and cloud-based communications, capable of handling complex escalations and delivering reliable customer support.

Must-Have Skills

Experience supporting cloud-based communications platformsStrong troubleshooting skillsAbility to manage escalations

Nice-to-Have Skills

Direct experience with telco networksDID provisioning and probing experienceExperience working with cross-functional teams (SalesEngineeringProduct)

Required Skills

TroubleshootingCustomer supportTelco networksDID probesNetwork performance monitoringInteroperability testingEscalation managementSLA adherence

Hard Skills

TroubleshootingCustomer supportTelco networksDID probesNetwork performance monitoringInteroperability testingEscalation managementSLA adherence

Soft Skills

CommunicationProblem-solvingCustomer focusTeam collaboration

Industry & Role

Industry SaaS

Job Function Provide technical support and resolution for customers using the Dialpad platform

Role Subtype Technical Support Engineer

Tech Domains VoIP / Unified Communications, Networking / TCP-IP

Keywords for Your Resume

Technical Support EngineerDialpadKitchenerontarioonsitecustomer supporttroubleshootingdid probestelco networksnetwork performanceinteroperabilityservice levelsescalationproduction issuescloud-based communicationsdialpadtechnical supportDID probesinteroperability testingescalation managementsla adherence

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