Sr. Technical Support Engineer

United States Digital Space LLC; Kitchener; On-site; CAD 70,000 - 100,000; Full time

Job summary

United States Digital Space LLC is seeking a Technical Support Engineer to support our cloud-based communications platform. You will work closely with Engineering, Product, and Sales to own complex technical issues and drive them to resolution, thriving in a fast-paced environment with a focus on delivering exceptional customer experiences.

The role requires 3+ years in telecom/VoIP support, strong networking knowledge, and experience with Zendesk or Jira.

Qualifications

• 3+ years in telecom or VoIP customer support.
• Strong LAN/WAN networking knowledge.
• Experience with VoIP/SIP environments.
• Excellent troubleshooting and problem-solving.
• Clear written and verbal communication.
• Self-starter with ownership and teamwork.
• Familiarity with IVR workflows and CRM integrations.
• Knowledge of telco networks and interoperability.
• Experience with Zendesk or Jira.
• Understanding of enterprise IT security.

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.

Skills

3+ yrs telecom support

LAN/WAN networking

VoIP/SIP

Troubleshooting

Communication skills

Ownership & teamwork

IVR familiarity

CRM integrations

Zendesk/Jira

SIP messaging & Wireshark

Security in IT

Tools

Zendesk

Jira

Wireshark

Job description

About the companythe company is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, the company was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust the company. the company is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer

At the company, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As a Technical Support Engineer at the company, 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.

What you’ll 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, 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.

Skills you’ll bring

• 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.

For exceptional talent based in Ontario, Canada