Senior Tech Support Engineer - Cloud & VoIP Expert

Doist

Kitchener

On-site

CAD 67,000 - 75,000

Full time

3 days ago

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Job summary

Dialpad is seeking a Technical Support Engineer to support our cloud-based communications platform, working with Engineering, Product and Sales to own complex issues and drive them to resolution. You’ll ensure a seamless customer experience and act as a key partner across teams.

The role focuses on carrier escalations, network performance monitoring, and supporting customers from basic questions to advanced troubleshooting. Ontario, Canada-based role with a competitive salary and benefits.

Qualifications

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.

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 a range of inquiries—from basic product questions to complex technical troubleshooting.
Diagnose and resolve technical issues, elevate 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.