About the Team

As a Platinum Support Specialist, you are a technical expert and a strategic problem solver in a fast-paced environment—always ready to dig deep, troubleshoot, and resolve complex issues that our enterprise customers and partners may face. You will play a key role in mentoring junior team members, optimizing support processes, and driving improvements to enhance the overall customer experience.

What You’ll Do

Deliver world-class service and technical support to our enterprise customers and partners through various channels (chat, phone, and web). Act as an escalation point for complex technical issues, ensuring timely resolution and proactive communication with stakeholders. Lead the troubleshooting and resolution of high-impact customer incidents, coordinating cross-functional efforts with Engineering, Product Management, and Sales teams. Own and manage technical escalations, ensuring root cause analysis and long-term fixes are implemented. Create and maintain high-level support tickets, providing detailed technical documentation for Engineering teams. Proactively identify recurring issues and trends, contributing to process improvements and product enhancements. Mentor and train junior team members, fostering a culture of continuous learning and knowledge sharing. Drive improvements in team efficiency by recommending and implementing support automation and self-service strategies. Ensure adherence to Service Level Agreements (SLAs) for Platinum Support customers and key partners, delivering high-quality, timely responses. Participate in advanced training sessions and certifications to enhance expertise in Dialpad products and related technologies.

Skills You’ll Bring

Bachelor's degree in a technical field preferred, or equivalent work experience. Minimum of 7+ years in customer support, with at least 3 years in a senior or escalation support role. Strong experience working with enterprise customers and managing technical escalations. Deep understanding of SIP, VoIP, LAN/WAN, cloud-based communication platforms, and network troubleshooting. Proven ability to diagnose and resolve complex technical issues with a methodical approach. Experience collaborating with Engineering and Product teams to drive technical resolutions and product improvements. Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical users. Ability to work independently and take ownership of issues while maintaining strong teamwork and collaboration. Strong problem-solving mindset, with a passion for continuous improvement and innovation.

What You Will Achieve

Lead technical resolution efforts for complex customer issues, improving customer satisfaction and retention. Drive improvements in support processes, contributing to higher team efficiency and effectiveness. Serve as a trusted advisor to customers and partners, ensuring they maximize the value of Dialpad’s solutions. Develop and mentor junior team members, enhancing overall team expertise and performance. Influence product development by providing data-driven feedback to Engineering and Product teams.

Benefits and Perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.