Product Support Engineer (6-month contract) - Dialpad

Your role
As a Product Support Engineer, you'll partner with our product and engineering teams to resolve bugs, prioritize customer requests, and document APIs and functionalities across multiple applications. We are looking for exceptional support engineers who have the demonstrable ability to debug complex calling and meeting issues and the drive to learn and grow technically, solve challenging problems, and exceed customer expectations.

This is a six-month contract role reporting directly to an Engineering Manager. We operate on a hybrid model out of our Bengaluru, India office, offering a blend of in-person collaboration and remote flexibility.

You consistently thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. You are a good communicator who enjoys helping people. You’re an expert in developing & improving internal support tools and processes that aid in providing a better developer experience, proactively identifying potential issues, and resolving customer issues faster.

What you’ll do

• Triage, prioritize, and resolve or escalate tickets reported by Customer Support and other product development teams, such as product, engineering, and QA.
• Become the primary investigator of complex integration-related bugs.
• Own a specific production problem and/or customer request and provide active coordination between various internal teams in resolving them.
• Support engineering teams in deploying new features, hot fixes, upgrades/patches in production and staging environments, and work closely with QA and customer support teams to schedule and test.
• Develop extensive documentation for both customers and internal teams to reduce troubleshooting time and drive faster issue resolution.
• Research, analyze, and diagnose complicated technical issues by leveraging backend systems and logging.
• Lead active incident management and post-incident learnings.
• Generate detailed dashboards and reports to facilitate the product and engineering roadmaps, identifying the classes of incoming tickets and improving product quality & stability.
• Become a subject matter expert in one or more of the following areas: various products, technical stacks, deployment environments, and tools.
• Partner with engineering teams to develop robust monitoring and alert detection systems that aid in expediting issue identification.
• Monitor application performance and make recommendations to improve overall application proficiency.
• Collaborate with engineering and product teams to develop internal tools, enhance bug management workflows, and automate processes to create efficiency.
• Start leading and/or mentoring other production support engineers on a fast-growing team.

Skills you’ll bring

• 5+ years of experience in supporting large-scale distributed systems, SaaS-based solutions, working with global distributed teams across multiple time zones.
• A technical background with excellent English written communication skills and empathy for software engineers and customers is vital.
• Attention to detail and a strong passion for quality – experience maintaining high-quality customer-facing software applications.
• Excellent problem solver who loves to learn and is interested in VOIP telephony, video meetings, and working with people.
• You are curious and persistent. Some issues take hours or days to pin down. You will also be self-directed and able to prioritize work so that everything that’s urgent gets done.
• Experience with, and/or an interest in learning, a broad array of frontend and backend languages & frameworks, and cloud computing technologies.
• Strong experience with Windows, MacOS platforms, and VDI environments.
• Strong experience with integrations in Real-Time Communication Platforms:
• CRM (Salesforce, Zoho, Hubspot).
• API platforms (Zapier).
• Support (Zendesk, ServiceNow).
• Collaboration (MS Teams, Slack).
• Deep understanding of networks and networking issues.
• Understanding of HTTP and SIP error codes.
• Ability to connect the dots between logs from different parts of the backend.
• Our Tech Stack: Python backend on Google App Engine / Google Cloud Platform, Vue.js frontend, Electron / PWA, real-time communications on WebRTC / SIP over HTTP, numerous integrations with third-party services.