Customer Success Engineer

Dialpad•Austin, TX

8h•Hybrid

About The Position

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. 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.

Requirements

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.

Responsibilities

Engage with CSMs to provide technical advice.
Run product and feature demonstrations, including integrations from the Dialpad App Marketplace.
Provide system configuration advice.
Conduct admin training.
Work closely with CSMs to address customer questions about their existing products and services.
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.