Customer Success Engineer

Job Description

Job Description

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer
At Dialpad, AI isn't just a feature; it's how our teams do their best work every day. We put powerful AI tools in every employee's hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we've built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic .

Your role
As a CSE, you'll be engaged by CSMs and assist with technical advice, running demos, system configuration advice, and admin training. You'll work closely with CSMs to address customer questions about their existing products and services. You'll possess an in-depth knowledge of Dialpad's products and services, relating this knowledge in a way that is understandable to non-technical customers.

This hybrid position reports to our Customer Success Engineering leader, with preferred working hours set as US Core Hours, with Eastern, Mountain, or Pacific time depending on the agreed schedule.

What you'll do

• Product and feature demonstrations, including integrations from the Dialpad App Marketplace.
• Deliver proactive technical audits of our customers' Dialpad platforms, calling out configuration gaps and making recommendations for achieving better outcomes with the product.
• Assist our enablement partners with product education programs that aim to uplevel the technical grasp of CS partners.
• Partner with the CSM team throughout the Customer Experience.

Skills you'll bring

• A technical curiosity and an excitement about delivering a technology solution that makes work better.
• Ability to complete the Sales Engineering Demo Certification.
• Knowledge of UCaaS and CCaaS solutions.
• 3+ years of experience in a UCaaS or CCaaS environment.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee's impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help 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, repeatedly recognized as a Great Place to Work, ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn't meet 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.