This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.

Key responsibilities include:

• Managing carrier escalations, trouble tickets, and interoperability issues across telco networks.
• Monitoring network performance, conducting DID probes and test calls, and proactively identifying potential issues.
• Supporting customers across a range of inquiries,from basic product questions to complex technical troubleshooting.
• Diagnosing and resolving technical issues, escalating bugs, and partnering cross-functionally to drive timely resolution.
• Maintaining and exceeding established service levels and productivity standards.
• Collaborating closely with Sales, Engineering, and Product teams to improve the customer experience.
• Identifying opportunities to enhance support processes, educate users, and scale our support model.

To succeed in this role, you will need:

• 3+ years of experience in Customer Support within telecom, carrier, or VoIP environments.
• A 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.
• A 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 is a plus.

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Location: Kitchener, Canada

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyse conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time.

Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Visit dialpad.com to learn more.

Being a Dialer

At Dialpad, 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 the Platinum Support Team Lead, you are a hands-on senior technical expert and working lead for the Platinum queue.

You will manage your own complex case load while providing daily guidance, coaching, and escalation support to your peers.

This role is focused on workflow leadership, technical depth, and quality.

You will not have direct reports, but you will influence the success, consistency, and professional growth of the Platinum Support team through mentorship, feedback, and example.

You will report to the Manager of the Platinum Support team and partner closely with Support leadership, Product, Engineering, Technical Account Managers, and Customer Success to drive resolution and continuous improvement.

What you’ll do

• Own a queue of the most complex, high-impact Platinum and partner escalations, driving them to resolution with urgency and precision.

• Demonstrate exemplary ticket handling, communication, and documentation standards that others can model.

• Serve as the first point of escalation for Platinum agents

• Provide real-time guidance on troubleshooting strategy, next steps, and communication for challenging cases.

• When needed, assume ownership of critical or at-risk tickets to stabilise the situation and protect the customer relationship.

• Drive workflow and queue management

• Monitor Platinum queues and dashboards to ensure healthy distribution of work, SLA adherence, and consistent follow-through.

• Identify at-risk tickets (aging, repeat contacts, low-quality updates) and proactively intervene or reassign as needed.

• Help coordinate coverage for live channels (phone, chat, webform) to match demand and contractual obligations.

• Champion quality and consistency

• Review case notes, customer updates, and technical investigations for clarity, accuracy, and completeness.

• Provide targeted, actionable feedback to agents on case handling, communication quality, and escalation hygiene.

• Partner with leadership on QA frameworks and contribute examples of “gold standard” interactions.

• Lead root cause and trend analysis

• Conduct or facilitate root cause analysis (RCA) on recurring or high-severity issues impacting Platinum customers.

• Identify patterns in escalations (product gaps, process gaps, enablement gaps) and propose improvements.

• Collaborate with Product and Engineering to ensure bugs and systemic issues are clearly articulated and tracked.

• Support onboarding and ongoing development

• Act as a mentor and subject matter expert for new Platinum agents, helping them ramp quickly on Dialpad products, tools, and expectations.

• Lead or co-lead advanced trainings, TOIs, and case reviews focused on complex scenarios, best practices, and lessons learned.

• Contribute to and curate internal knowledge (runbooks, macros, playbooks) for Platinum-specific workflows.

• Own operational excellence for the Platinum experience

• Help refine and enforce Platinum playbooks around SLAs, communication cadence, escalation paths, and closure criteria.

• Partner with Support Operations on improvements to views, triggers, macros, and reporting that benefit Platinum customers.

• Provide regular, concise updates to leadership on key issues in the Platinum queue, including risks and proposed actions.

• Represent Platinum Support cross-functionally

• Collaborate with Customer Success, TAMs, Sales, and other internal stakeholders on complex customer situations.

• Advocate for Platinum customer needs in internal discussions, bringing data and clear narratives from the front lines.

• Participate in interviews for Platinum roles where appropriate, helping assess technical depth and support mindset.

Skills you’ll bring

• Required: 6+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Senior/Principal Engineer).

• Required: Extensive, hands-on experience in customer and partner de-escalation and managing critical technical incidents.

• Highly Desired: Prior formal or informal experience in a mentorship or team lead capacity.

• Deep technical mastery of VoIP, UCaaS, or complex SaaS products, with the ability to troubleshoot issues others cannot.

• Strong understanding of SIP, local networking (QoS, Firewalls), and packet capture analysis.

• Excellent communication and interpersonal skills, with a proven ability to mentor and develop technical talent.

• A bachelor’s degree and/or technical certification (e.g., CCNA, Network+) is preferred.

For exceptional talent based in Ontario, Canada the target base salary range for this position is $84,000-$106,500 CAD.

Why Join Dialpad

• Work at the center of the AI transformation in business communications

• Build and ship agentic AI products that are redefining how companies operate

• Join a team where AI amplifies every employee’s impact

• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help 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, repeatedly recognised as a Great Place to Work, ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet 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.

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As a Product Support Engineer, you'll partner with our product and engineering teams to resolve bugs, prioritize customer requests, and document APIs and functionalities across multiple applications.

We are looking for exceptional support engineers who have the demonstrable ability to debug complex calling and meeting issues and the drive to learn and grow technically, solve challenging problems, and exceed customer expectations.

Responsibilities

• Triage, prioritize, and resolve or escalate tickets reported by Customer Support and other product development teams, such as product, engineering, and QA.

• Become the primary investigator of complex integration-related bugs.

• Own a specific production problem and/or customer request and provide active coordination between various internal teams in resolving them.

• Support engineering teams in deploying new features, hot fixes, upgrades/patches in production and staging environments, and work closely with QA and customer support teams to schedule and test.

• Develop extensive documentation for both customers and internal teams to reduce troubleshooting time and drive faster issue resolution.

• Research, analyze, and diagnose complicated technical issues by leveraging backend systems and logging.

• Lead active incident management and post-incident learnings.

• Generate detailed dashboards and reports to facilitate the product and engineering roadmaps, identifying the classes of incoming tickets and improving product quality & stability.

• Become a subject matter expert in one or more of the following areas: various products, technical stacks, deployment environments, and tools.

• Partner with engineering teams to develop robust monitoring and alert detection systems that aid in expediting issue identification.

• Monitor application performance and make recommendations to improve overall application proficiency.

• Collaborate with engineering and product teams to develop internal tools, enhance bug management workflows, and automate processes to create efficiency.

• Start leading and/or mentoring other production support engineers on a fast-growing team.

Requirements

• 5+ years of experience in supporting large-scale distributed systems, SaaS-based solutions, working with global distributed teams across multiple time zones.

• A technical background with excellent English written communication skills and empathy for software engineers and customers is vital.

• Attention to detail and a strong passion for quality – experience maintaining high-quality customer-facing software applications.

• Excellent problem solver who loves to learn and is interested in VOIP telephony, video meetings, and working with people.

• You are curious and persistent. Some issues take hours or days to pin down. You will also be self-directed and able to prioritize work so that everything that’s urgent gets done.

• Experience with, and/or an interest in learning, a broad array of frontend and backend languages & frameworks, and cloud computing technologies.

• Strong experience with Windows, MacOS platforms, and VDI environments.

• Strong experience with integrations in Real-Time Communication Platforms:

• CRM (Salesforce, Zoho, Hubspot).

• API platforms (Zapier).

• Support (Zendesk, ServiceNow).

• Collaboration (MS Teams, Slack).

• Deep understanding of networks and networking issues.

• Understanding of HTTP and SIP error codes.

• Ability to connect the dots between logs from different parts of the backend.

Our Tech Stack

• Python backend on Google App Engine / Google Cloud Platform, Vue.js frontend, Electron / PWA, real-time communications on WebRTC / SIP over HTTP, numerous integrations with third-party services.

Why Join Dialpad

• Work at the center of the AI transformation in business communications

• Build and ship agentic AI products that are redefining how companies operate

• Join a team where AI amplifies every employee’s impact

• Competitive salary, comprehensive benefits, and real opportunities for growth

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This strategic role will drive innovation in high-bandwidth, low-latency, power-efficient interconnects critical for AI/ML clusters based on advanced computing platforms. You will have the opportunity to work on all modalities of interconnects connecting GPUs and switches both inside and between data centres, including our primary front and backend networks that train Grok and that customers use for inference.

Responsibilities:

• Design, validate, and productise high-speed copper and optical connectivity solutions for AI clusters (100k+ GPU scale).
• Own vendor due diligence and onboarding for new 1.6T products including AEC and pluggable optical transceivers (DR4/8, FR4) including rigorous bring-up & characterisation.
• Investigate the opportunity for LPO and LRO in our network.
• Evaluate early co-packaged and near-packaged engines for switches and GPUs.
• Pathfinding for new interconnect modalities including VCSEL, microLED, THz radio-based solutions to improve network economics and reliability.
• Work closely with vendors (transceiver, cable, SerDes, DSP, silicon photonics foundries) to influence roadmaps and ensure timely delivery of next-gen solutions.
• Collaborate with ML training teams to translate workload communication patterns into concrete interconnect topology and optical reconfigurability requirements.
• Perform system-level simulation of end-to-end fabric performance.
• Drive failure analysis, root cause, and corrective actions for interconnect-related issues in production clusters through fleet-level metrics gathering and analysis.
• Contribute to internal tooling and automation for interconnect health monitoring, telemetry, diagnostics, remediation and automated qualification pipelines.

Basic Qualifications:

• At least 8+ years of hands-on experience in designing, deploying and operating high-speed copper and optical interconnects, preferably in a module design role or in a hyperscale datacentre environment.
• Master's or PhD degree in Electrical Engineering, Photonics or Physics.
• Deep knowledge of PAM4 SerDes performance, equalisation, jitter, crosstalk.
• Solid operational understanding of FEC, Retimers, TIAs and Drivers.
• Deep knowledge of optical link budget analysis and performance metrics including TDECQ, OMA, Tcode, stressed receiver sensitivity and associated diagnostics.
• Expertise in transceiver components including CW lasers, SiPh PICs, EML, DSP, passive subassemblies, their failure modes and characterisation.
• Knowledge of thermal, mechanical, power, signal integrity constraints in dense hardware.
• Knowledge of SiPh design process, yield improvement and reliability testing.
• Familiarity with CPO technologies and challenges/risk areas.
• Familiarity with subcomponent supply chains and global manufacturers, ODMs and CMs.
• Strong problem-solving skills and ability to thrive in a fast-paced, ambiguous setting.

Compensation and Benefits:

$180,000 - $440,000 USD

Base salary is just one part of our total rewards package at X, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

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This position is needed to add to our Voice Connectivity Trust team to enable Twilio to better support our customers using Voice in their solutions.

As a Software Engineer on this team, you will participate in all phases of the software development life cycle, including requirements gathering with Product Managers, technical design, estimations, sprint planning, coding, testing, deployments, and on-call support.

In this role, you'll:

• Design and implement real-time services with high throughput and low latency requirements, verify, deploy, and operationalize them

• Work closely with stakeholders to understand customer needs and devise and deliver simple, robust, and scalable solutions

• Be comfortable expressing thoughts and ideas as detailed prose and use it as an effective means to collaborate with leads, architects, and cross-functional teams

• Embrace the challenge of scaling a complex distributed platform with points of presence globally, each one concerned with high availability, high reliability, high throughput, low latency, and media fidelity

• Figure out novel ways of solving customer problems for the Voice channel

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.

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