Sr. Support Engineer

Who you are

You have a strong background in technical support, ideally with experience in AI or machine learning environments. Your problem-solving skills are top-notch, and you thrive on challenges, acting as a 'Technical Detective' to resolve complex issues for customers. You possess excellent communication skills, allowing you to effectively bridge the gap between technical teams and customers. You are driven by a desire to help others succeed and are always looking for ways to improve processes and outcomes. Your curiosity and persistence enable you to dig deep into problems and find innovative solutions. You understand the importance of empathy in customer interactions and strive to create positive experiences for every user.

Desirable

Experience with AI technologies or customer communications platforms would be a plus. Familiarity with troubleshooting complex software issues and a background in customer support or success roles can set you apart. A proactive approach to learning and adapting to new technologies is essential, as is the ability to work collaboratively within a team.

What you'll do

In this role, you will take full ownership of escalated AI issues, ensuring that our most strategic customers receive the highest level of support. You will work closely with engineering teams to diagnose and resolve technical problems, acting as the liaison between customers and technical experts. Your responsibilities will include analyzing customer feedback and issues to identify trends and areas for improvement in our AI deployments. You will also contribute to the development of support documentation and training materials to enhance the customer experience. As you engage with customers, you will gather insights that can inform product development and optimization efforts. Your role will be pivotal in ensuring that our AI solutions operate at peak performance, ultimately driving customer satisfaction and success.

What we offer

At Dialpad, we foster a collaborative and inclusive work environment where every employee is encouraged to contribute to our mission. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a team that values innovation and continuous improvement, leveraging cutting-edge AI technologies to transform customer communications. Join us in making every conversation matter and helping businesses build stronger connections with their customers.