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Senior Product Support Engineer



Product, Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, May 23, 2024

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 Product Support Engineers are obsessed with customer feedback & satisfaction, improving support and engineering bug resolution efficiency.

Dialpad’s Product Engineering organization is responsible for building and maintaining the customer-facing features at scale across all of our cloud native products and services (e.g., video meetings, business phone system, messaging, Dialpad Ai).

Your role

As a Senior 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 meetings issues, and have the drive to learn and grow technically, solve challenging problems, and exceed customer expectations.

What you’ll do

  • Triage, prioritize, and resolve or escalate tickets reported by Customer Support and other product development teams like product, engineering, and QA.
  • Become the primary investigator of complex calling and meetings 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 to deploy 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 through leveraging backend systems and logging.
  • Lead active incident management and post-incident learnings.
  • Generate detailed dashboards and reports for facilitating the product and engineering roadmaps to identify the classes of incoming tickets and improve the product quality & stability.
  • Become a subject matter expertise 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 for developing internal tools, enhancing bug management workflows and automating processes to create efficiency.
  • Start leading and/or mentoring other production support engineers on a fast growing team.

Who you are

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’ve prior experience working in shifts to provide 24X7 production support across multiple applications. You are a good communicator who likes 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.

Skills you’ll bring

  • 8+ years experience in supporting large scale distributed systems, SaaS-based solutions working with global distributed teams across multiple time zones, in the Voice and Video over IP and/or business communications (UCaaS/CCaaS) industry.
  • 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. Also you will 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, backend languages & frameworks and cloud computing technologies.
  • Strong experience with Windows, MacOS platforms, and VDI environments.
  • Deep understanding of networks and networking issues.
  • Deep understanding of SIP and WebRTC.
  • Ability to read logs from the apps and understand:
    • SIP and WebRTC handshakes.
    • WebRTC stats, like MOS scores and audio energy.
  • Understanding of HTTP and SIP error codes.
  • Ability to connect the dots between logs from different parts of the backend.

Our Teach 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.

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 salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

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.