Work Beautifully

Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.

The team

As a member of the Technical Support Engineering team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.

In your first 30 days: 

  • You’ll train first on the basics of Dialpad’s products, key features, and company culture.
  • You’ll then complete self-study activities that introduce best practices for advanced troubleshooting, and adopt best practices that will help you learn about the more technical details of how Dialpad’s products work.
  • You’ll participate in team meetings and direct or virtual side-by-side training with teammates.
  • You’ll become familiar with navigating our public and internal knowledge tools to find resources and best practices for various troubleshooting situations.
  • You’ll begin helping investigate quality and performance issues on Dialpad-compatible devices and customer networks.

In your first 60 days: 

  • You’ll be responsible for assigning yourself work from the queue and assisting customers with their issues.
  • You’ll receive performance feedback from your first 30 days and will work with your manager to identify what specific skills to focus your time developing for the next 30-day interval.
  • You’ll file feedback requests and bug reports, and will partner with product engineers to address customer-reported issues.
  • You’ll learn how to file tickets with our carrier partners and other third party vendors, and see them to completion.
  • You’ll begin filing tickets with product engineers and carrier partners for issues requiring additional follow-up.
  • You’ll begin training on outage handling best practices.

By 90 days: 

  • You’ll be responsible for proactively taking tickets from the queue and helping drive contacts to the appropriate resolution.
  • You may occasionally troubleshoot escalations about Dialpad meetings.
  • You’ll be able to meet our established service levels and productivity standards for ticket handling.
  • You’ll be managing communications effectively with a variety of internal teams, including Product Support, Engineering, and Customer Success.
  • You’ll manage carrier escalations and trouble tickets, deal with issues related to carrier interoperability, perform network assessments, and make test calls.
  • You’ll start preparation to join the emergency on call rotation for the team.
  • You’ll continue training on outage handling best practices and be available to provide support for any teammates who may be handling an outage.
  • You’ll be part of innovating methods to drive positive change in telephony escalations, including: improving support effectiveness, identifying ways to improve troubleshooting workflows, providing feedback about the onboarding experience, and participating in discussions about maintaining high quality service as the customer base grows.

Who you are

Our team is for people who enjoy working as communicators and interpreters at the interface between customers and product engineers. You are someone who loves to understand technical problems, identify the right troubleshooting path, and then share the key lessons of the investigation with the customer. As a Technical Support Engineer, you love to gain and share technical knowledge to help customers and product engineers, and to make a positive impact beyond just handling tickets.

Key Requirements:

  • 5+ years of experience with Customer Service and Telco/carrier 
  • Strong network skills, both LAN and WAN
  • Must possess strong knowledge of Cloud Technology and VoIP
  • Desk phone provisioning in a SIP environment
  • Superb troubleshooting and problem-solving skills
  • Strong written and verbal skills
  • Self-starter with a strong work ethic and team player mentality

Technical Requirements:

  • Understanding Telco carrier networks and interoperability
  • Wide knowledge of communication platforms, with knowledge of mobile networks
  • Experience and knowledge of ticketing systems such as Zendesk, Jira is a plus
  • SIP messaging expertise; Wireshark expertise
  • Familiarity with enterprise security requirements and general enterprise IT

Bonus Points:

  • BA/BS degree preferred
  • Deep understanding of network protocols (TCP/IP), SIP, VOIP etc.
  • COMP TIA Net+ and/or Sec+ certifications or a CCNA level or higher

Benefits

Culture

We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged. 

Compensation and Equity

Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

Healthcare and Wellness

Stay healthy and happy! All employees will be covered with medical insurance along with up to five dependent members of the family. We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend. Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!

Equity, Balance, and Belonging

At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Flexible Work Accommodations 

These days, it’s business as unusual. That’s why we offer a monthly stipend to help cover your cell phone and home internet. We also cover costs for home office equipment and encourage employees to take advantage of our generous time off and vacation policy. 

Education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Meals & Transportation

Use a prepaid card to pay for the commute to the office and enjoy meals, snacks, and drinks on us. 

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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