hero

Join the Family

Felicis portfolio companies are growing their teams in the U.S. and beyond.
190
companies
2,352
Jobs

Technical Support Engineer

Dialpad

Dialpad

IT, Customer Service
Buenos Aires, Argentina
Posted on Tuesday, September 12, 2023

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

About 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.

Dialpad’s Telephony tier 2 support team plays an essential role in resolving our customer’s escalated issues. This team collaborates closely with engineering, NOC, Product Tier 2, and other customer-facing teams to constantly improve our customer’s support experience.

Your role
As a Technical Support Engineer, you’ll work on escalated telephony tickets. You’ll work closely with the Telephony Tier 2 support team to help resolve customer-reported issues. You’ll also help create internal documentation that helps the team resolve known issues. In addition, you’ll bring a team-first attitude that is adaptable to change.

This position reports to our Manager - Telephony Tier 2 and has the opportunity to be based in our Argentina Office.
Preferred working hours will include weekends.

Who you are
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 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.

Skills you’ll bring

  • Bachelor's degree and/or technical certification (ie: CCNA, Network +) preferred.
  • 5+ years of experience supporting voip and local network issues.
  • Experience in supporting voip desk phones (ie: Polycom/Yealink)
  • Experience in troubleshooting different make/models network routers and firewalls.
  • Experience in working with different ticketing systems (ie: Zendesk, Jira) preferred.
  • Experience in sip call signaling and carrier interoperability preferred.

Dialpad benefits and perks

Equity, balance, and belonging
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive rates in addition to stock options because each and every Dialer participates in our success.

Continuing education
Dialpad offers a yearly stipend for continued learning and education expenses.

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.