# Senior Technical Support Engineer

**Company:** [Dialpad](https://hotfix.jobs/companies/dialpad)
**Location:** Kitchener, Canada
**Role:** Support Engineering
**Salary:** CA$67k – CA$75k/yr
**Experience:** 5+ years
**Skills:** Telecommunications, Customer Support, Lan/Wan Networking, Cloud Technologies, Voip, Sip, Desk Phone Provisioning, Ivr, Crm Integrations, Zendesk, Jira, Wireshark, Mobile Networks, Enterprise It, Network Security
**Posted:** 2026-08-17

> Provides technical support for Dialpad’s cloud communications platform, handling carrier escalations, VoIP and network troubleshooting, and complex customer issues. Requires at least three years of telecom, carrier, or VoIP support experience and familiarity with SIP, networking, ticketing systems, and Wireshark.

## Job Description

## Responsibilities
- Manage carrier escalations, trouble tickets, and interoperability issues across telecommunications networks.
- Monitor network performance, conduct DID probes and test calls, and proactively identify potential issues.
- Support customers with basic product questions and complex technical troubleshooting.
- Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive timely resolution.
- Maintain and exceed established service levels and productivity standards.
- Collaborate with Sales, Engineering, and Product teams to improve the customer experience.
- Identify opportunities to enhance support processes, educate users, and scale the support model.

## Requirements
- 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 for complex technical issues.
- Strong written and verbal communication skills.
- Self-starter mindset, strong ownership, and a team-oriented approach.
- Familiarity with contact center IVR workflows and third-party CRM integrations.
- Knowledge of telecommunications 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.

## Compensation
- Ontario, Canada base salary range: **$66,500–$74,750 CAD**.
- Compensation reflects base salary only and excludes bonus, equity, and benefits.
- Benefits include competitive perks, AI tools, training, and growth opportunities.

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