About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.
Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.
We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Your role
As an Advanced Service Partner Support Engineer, you are more than a support agent; you are a partner advocate, a technical detective, and a crisis manager. You will take full ownership of escalated support tickets, acting as the single point of contact for our partners through their most challenging situations. You will host live troubleshooting sessions with partners and their customers, dive deep into system logs, and navigate our internal organization to drive issues to a swift and complete resolution.
Beyond just fixing problems, you will be a key driver of systemic improvement. You will be responsible for creating internal documentation, identifying trends in escalations, and providing data-driven feedback to improve our products and processes. This is a role for someone with a team-first attitude who thrives on challenges and is adaptable to change.
This position reports to the Sr. Manager, Advanced Services Partner Support and is based in our Kitchener office. The preferred working hours will be Monday through Friday between 8 am and 8 pm Eastern Time.
Our team is for people who enjoy working as communicators and interpreters at the interface between customers and 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 an Advanced Service Partner 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.
What you’ll do
Skills you’ll bring
We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.