NOC Support Specialist

About Dialpad Work Beautifully Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world. About the team Dialpad’s NOC Support Specialist  will contribute to our Global PSTN NOC team to ensure the quality and stability of our carrier networks and telephony services throughout the world.  In this role, you will be monitoring real-time communications, performing fault isolation, tracking issues, and communicating with our engineering teams about platform issues.   Dialpad’s PSTN NOC team plays an essential role in ensuring outstanding call quality, isolating telephony issues, and outage prevention/incident management.  This team collaborates closely with customer support, porting, and platform engineering to constantly improve customer experience and platform reliability.  Your role As a NOC Support Specialist, you’ll own the day to day platform alerts to identify and isolate issues. You’ll work closely with customer support, porting and platform engineering to isolate issues, raise carrier tickets, and identify further platform approvements.  You’ll also help create processes that does simplify daily operations and create a more stable platofrm. This position reports to our Network Opeartions Center Manager and has the opportunity to be based in our Buenos Aires, Argentina Office. What you’ll do [i,e., Responsibilities] Responsibilities include monitoring for faults thru various entry points, isolating the fault, escalations to either a carrier partner or our internal engineering teams and notification of issues to our support staff and customer base thru status page updates.  The team is also responsible for incident management with other teams, this entails providing timely updates to status pages along with serving as a point of contact for internal questions and discussions.  Conducting number inventory and compliance audits to ensure available numbers are useable and assigned numbers have any needed regulatory data assigned. Finally, the team handles escalations from our Tier 2 and 3 support teams to assist in resolving carrier issues or further identifying platform issues. Skills you’ll bring [i,e., Qualifications] 4+ years of experience in a voice NOC position. The ideal candidate should have a strong knowledge of SIP signaling and signal flows.  Voice over IP (VoIP) troubleshooting skills utilizing signaling traces, wireshark, and critical thinking to identify issues.  Analytical analysis of call detail records (CDRs) to identify large scale issues or common trends to effectively identify an issue. Incident management skills and capable of providing timely and meaningful updates to both our customers and internal teams.  Dialpad benefits and perks Equity, balance, and belonging At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity. Culture We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.  Compensation and equity Teamwork makes the dream work, and Dialpad offers competitive rates in addition to stock options because each and every Dialer participates in our success. Continuing education Dialpad offers a yearly stipend for continued learning and education expenses. Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.