Sr. Support Engineer

Job Description

Job Description

About Dialpad

Dialpad 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 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 role

As 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

For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Ontario Pay Transparency Range

$93,750—$118,575 CAD

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.