Product Support Representative, Tier 2

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 role

As a Product Support Representative, T2, you’ll own escalated customer interactions and our collective T2 knowledge base. You’ll work closely with our Engineering team to further refine the product.  You’ll also help create knowledge base articles that will supply our overall support team with additional troubleshooting resources.

The  Customer Experience (CX) Organisation is aimed at delighting customers at every touchpoint.  We are dedicated to understanding and meeting the evolving needs and expectations of our customers.  We are committed to working collaboratively to deliver seamless and memorable interactions.

Dialpad’s Product Support Representative, T2,  will provide excellent technical assistance to serve our customer base and Tier 1 team.  In this role, you’ll combine troubleshooting skills, a willingness to learn, and a knack for curiosity to help the team reach its goals.

Dialpad’s Product T2 team plays an essential role in delivering a positive experience to our customers and fellow internal teams.

This position reports to our Manager, Product T2, and will have the opportunity to work remotely.

What You’ll Do

• Own and manage escalated customer issue reports.
• Partner with our Engineering, Product Management, and Support Leadership teams to resolve complex technical issues and bugs.
• Become an expert of the product, utilizing all of the resources at your disposal.
• Replicate and document reported issues/workflows, and explore potential workarounds.
• Provide coaching opportunities to our Support Development team.  

Skills you’ll bring 

• Minimum of 6 years in Customer Support (additional work experience in a technical field is preferred).
• Ability to troubleshoot complex technical issues and escalate bug reports.
• Ability to tailor your communication style to varying levels of technical understanding.
• Manage multiple cases and communication channels (Email, Internal channels, Video Meetings).
• Willingness and excitement to learn the product, teach others, and play an instrumental role in helping us improve.
• Effective communication skills across a variety of internal teams and stakeholders.

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.