As a Technical Support Engineer at Dialpad, 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.
\nThis role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer experiences.
\nKey responsibilities include:
\nTo succeed in this role, you will need:
\nFamiliarity with Contact Center IVR workflows and 3rd party CRM integrations is a plus.
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\nAs a Technical Support Engineer, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. You will respond to 10-12 customer tickets per day via Zendesk, meeting quality standards, and troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution.
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\nWe are seeking a highly skilled Technical Support Engineer to provide high-quality support and service to our Customer base and Internal teams.
\nAs a Technical Support Engineer, you will play a critical role in providing advanced support directly to our Customers, and collaborating with engineering and Sales teams to enhance our products and services.
\nResponsibilities:
\nWhat You Bring:
\nWhy fal:
\nAt fal, you'll join a rapidly scaling company defining how AI moves from experimentation to production. This is an opportunity to shape the future of enterprise AI adoption while building deep relationships with customers who are transforming their industries through intelligent technology.
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\nWe believe the future of law will be built by 'AI-Native Law Firms' , firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work.
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\nYou'll investigate using AI observability tooling, document your findings with precision, and either resolve the issue or hand engineering a complete diagnostic they can act on immediately.
\nA significant portion of this role involves investigating AI output quality , understanding why the product generated what it did and whether the result is correct, incomplete, or wrong.
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\nResolve what you can independently and escalate what you can't with full diagnostic evidence.
\nYou set the quality bar for how support communicates with engineering.
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\nContribute to our AI agent rollout by optimizing content for AI consumption.
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\nYou can distinguish between a retrieval failure, a prompt issue, and a data ingestion problem , and explain the difference to a paralegal.
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\nYour bug reports include trace logs, reproduction steps, relevant context, and a clear classification of the issue type.
\nEngineering can pick up your escalation and start working immediately without asking follow-up questions.
\nYou write clearly, concisely, and with empathy.
\nYou know when to simplify and when to be precise.
\nYou follow through until the problem is solved, not just escalated.
\nYou don't wait to be told what to do.
\nYou Will Thrive in This Role If You Have:
\nExperience supporting AI-powered or ML-driven products, with exposure to LLM observability or evaluation platforms
\nBackground in legal technology, law firm IT operations, or professional services software
\nFamiliarity with APIs, webhooks, OAuth, and integration debugging , especially cloud storage integrations (SharePoint, OneDrive, Dropbox)
\nExperience writing scripts (Python, JS) to automate support workflows or analyze data
\nComfort with SQL for querying logs or data analysis
\nUnderstanding of prompt engineering concepts, retrieval-augmented generation (RAG), and LLM behavior patterns
\nHistory of contributing to SOPs, runbooks, knowledge bases, or internal tooling that materially improved team performance
\nAbility to work independently in a remote environment while collaborating effectively across team
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\nTechnical Support Engineers are the first line of defence for our users, debugging tricky issues, building automations to streamline workflows, and ensuring every interaction with Cursor is smooth and impactful. You'll partner closely with product and engineering to champion the voice of the customer and shape how AI-powered developer support scales.
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\nYou may be a fit if
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\nWill you now or in the future require visa sponsorship to work in the country where this position is located?
\nHas someone at Cursor referred you for this role? If so, please include their email here
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\nYou are a passionate technologist with a strong drive to solve complex challenges and deliver exceptional customer experiences. You thrive in fast-paced, collaborative environments and possess a deep understanding of semiconductor design flows, EDA tools, and system integration.
\nWhat you'll do
\nProvides technical support to company customers and field engineers who encounter problems.
\nSupport process includes diagnosing, troubleshooting, providing workarounds for product bugs, and providing solutions for a wide range of complex issues covering usage, methodology, product defects, interoperability, licensing, and installation.
\nWhat you need
\nNeed 13+ year working experience on HW development area or verification domain prototyping/emulation methodologies and technologies, who have demonstrated experience in the complete design validation cycle, driven to help customers achieve their SW validation goals.
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