Sr. Support Engineer job opportunity at Dialpad, Inc..

Home Jobs In Canada Tag: 130 - Customer Support Sr. Support Engineer position at Dialpad, Inc.


bot
Dialpad, Inc. Sr. Support Engineer
Experience: 4-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

130 - Customer Support

Copy Link Report
degreeOND
loacation Kitchener,, Canada
loacation Kitchener,....Canada

About DialpadDialpad 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 roleAs an AI Optimization Support Engineer, you are the technical bridge between cutting-edge AI deployments and long-term operational excellence. You aren't just building the engine; you are the expert responsible for fine-tuning it to peak performance once it’s in the wild. You will take full ownership of escalated AI issues, acting as a "Technical Detective" for our most strategic customers when their Agentic AI workflows face complex challenges. Reporting to the Advanced Services leadership, you will navigate our internal Engineering and Product organizations to drive bugs to resolution and ensure our AI agents remain reliable, accurate, and high-impact. What you'll do Tier 3 AI Escalation Management: Act as the ultimate escalation point for complex AI issues, including hallucinations, retrieval failures, or integration breakdowns within the Agentic AI platform. Engineering & Product Liaison: Partner directly with Core Engineering to identify, reproduce, and resolve platform bugs or systemic limitations discovered in production. Performance Optimization: Analyze system logs, retrieval pipelines, and decision logic to improve the accuracy and efficiency of live AI Voice and Digital Agents. Strategic Troubleshooting: Host live sessions with partners and customers to debug custom API integrations (MCP framework), CRM connectors, and multi-agent architectures. Trend Analysis & Feedback: Identify trends in AI escalations to provide data-driven feedback that influences the product roadmap and improves the onboarding experience for future deployments. Product Alignment and Influence: Capture common customer pain points, successful integration patterns, and platform limitations discovered in the field. Synthesize and deliver this critical, high-value signal directly back to our core Product and Engineering teams to influence the product roadmap and accelerate feature development. Skills you'll bring Experience: 4+ years in a high-impact, customer-facing senior technical support (Tier 3), escalation engineering, or forward-deployed role supporting complex SaaS or AI products. AI/ML Fluency: Deep understanding of the modern AI stack, including LLMs, prompt engineering, vector databases, and how they behave in a production environment. Problem Solver: You thrive on "tougher" bug-type issues and have a "team-first" attitude when navigating high-pressure crisis management situations. Communicator: You can simplify complex technical failures into clear, actionable updates for both internal developers and non-technical customer stakeholders. Tools: Proficient in Python or JS for script analysis, along with experience using ticketing and diagnostic tools like Zendesk, Jira, and packet captures. You thrive in ambiguity, take full ownership of outcomes, and are driven by delivering tangible, measurable results for the customer, often working under tight timelines. Contributor to a dynamic team culture, focused on high-growth industry innovation, team collaboration, customer success, and having fun! 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.

Other Ai Matches

Sales Development Representative Applicants are expected to have a solid experience in handling 540 - Sales Development related tasks
Sr. Motion Designer Applicants are expected to have a solid experience in handling 465 - Marketing Design related tasks
Sr. Sales Account Executive Applicants are expected to have a solid experience in handling 580 - VSB Sales related tasks
Sr. Software Engineer, Frontend Applicants are expected to have a solid experience in handling 211 - Product Engineering related tasks
Sr. Software Engineer, Backend (Search Platform) Applicants are expected to have a solid experience in handling 211 - Product Engineering related tasks
remote-jobserver Remote
Sr. Account Executive, Enterprise Applicants are expected to have a solid experience in handling 515 - Enterprise Sales related tasks
Sales Specialist, VSB Applicants are expected to have a solid experience in handling 580 - VSB Sales related tasks
Customer Success Manager, Japan Applicants are expected to have a solid experience in handling 140 - Customer Success related tasks
Software Engineer, FE/Fullstack (Client Hosts) Applicants are expected to have a solid experience in handling 211 - Product Engineering related tasks
Sr. Software Engineer, Fullstack (Contact Center Analytics) Applicants are expected to have a solid experience in handling 211 - Product Engineering related tasks
Sr. Account Executive, Enterprise Applicants are expected to have a solid experience in handling 515 - Enterprise Sales related tasks
Sr. AI Deployment Engineer Applicants are expected to have a solid experience in handling 150 - Professional Services related tasks
Sr. Customer Success Specialist Applicants are expected to have a solid experience in handling 140 - Customer Success related tasks
Manager, Corporate IT Applicants are expected to have a solid experience in handling 640 - IT related tasks
Account Executive, Mid-Market Applicants are expected to have a solid experience in handling 530 - MidMarket Sales related tasks
Sr. Software Engineer, Observability Applicants are expected to have a solid experience in handling 216 - Infrastructure Engineering related tasks
Sr. Technical Recruiter Applicants are expected to have a solid experience in handling 635 - Talent Acquisition related tasks
Design Engineer, Design Systems Applicants are expected to have a solid experience in handling 220 - Design related tasks
Director of Customer Success, Strategic Accounts Applicants are expected to have a solid experience in handling 140 - Customer Success related tasks
Sales Engineer III Applicants are expected to have a solid experience in handling 520 - Sales Engineering related tasks
Sr. AI Deployment Manager Applicants are expected to have a solid experience in handling 150 - Professional Services related tasks
Customer Success Manager, Key Accounts Applicants are expected to have a solid experience in handling 140 - Customer Success related tasks
remote-jobserver Remote
Sr. Account Executive, Enterprise Applicants are expected to have a solid experience in handling 515 - Enterprise Sales related tasks