Product Support Engineer (6-month contract)

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About Dialpad<br></strong></span><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Visit <a href="https://dialpad.com/">dialpad.com</a> to learn more.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Being a Dialer</strong></span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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:<strong> Scrappy, Curious, Optimistic, Persistent, and Empathetic</strong>.</span></p></div><p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Your role</strong><strong><br></strong>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.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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 &amp; improving internal support tools and processes that aid in providing a better developer experience, proactively identifying potential issues, and resolving customer issues faster.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>What you’ll do</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Triage, prioritize, and resolve or escalate tickets reported by Customer Support and other product development teams, such as product, engineering, and QA.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Become the primary investigator of complex integration-related bugs.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Own a specific production problem and/or customer request and provide active coordination between various internal teams in resolving them.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Develop extensive documentation for both customers and internal teams to reduce troubleshooting time and drive faster issue resolution.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Research, analyze, and diagnose complicated technical issues by leveraging backend systems and logging.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Lead active incident management and post-incident learnings.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Generate detailed dashboards and reports to facilitate the product and engineering roadmaps, identifying the classes of incoming tickets and improving product quality &amp; stability.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Become a subject matter expert in one or more of the following areas: various products, technical stacks, deployment environments, and tools.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner with engineering teams to develop robust monitoring and alert detection systems that aid in expediting issue identification.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Monitor application performance and make recommendations to improve overall application proficiency.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Collaborate with engineering and product teams to develop internal tools, enhance bug management workflows, and automate processes to create efficiency.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Start leading and/or mentoring other production support engineers on a fast-growing team.</span></li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Skills you’ll bring</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">5+ years of experience in supporting large-scale distributed systems, SaaS-based solutions, working with global distributed teams across multiple time zones.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">A technical background with excellent English written communication skills and empathy for software engineers and customers is vital.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Attention to detail and a strong passion for quality – experience maintaining high-quality customer-facing software applications.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Excellent problem solver who loves to learn and is interested in VOIP telephony, video meetings, and working with people.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience with, and/or an interest in learning, a broad array of frontend and backend languages &amp; frameworks, and cloud computing technologies.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong experience with Windows, MacOS platforms, and VDI environments.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong experience with integrations in Real-Time Communication Platforms:</span></li> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">CRM (Salesforce, Zoho, Hubspot).</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">API platforms (Zapier).</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Support (Zendesk, ServiceNow).</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Collaboration (MS Teams, Slack).</span></li> </ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Deep understanding of networks and networking issues.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Understanding of HTTP and SIP error codes.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to connect the dots between logs from different parts of the backend.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Our Tech Stack:&nbsp;</strong>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.</span></li> </ul><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Join Dialpad</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work at the center of the AI transformation in business communications</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build and ship agentic AI products that are redefining how companies operate</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Join a team where AI amplifies every employee’s impact</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive salary, comprehensive benefits, and real opportunities for growth</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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 <a href="https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&amp;text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&amp;text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&amp;text=People%20here%20are%20given%20a%20lot%20of%20responsibility">Great Place to Work</a>, ensures that every employee feels valued and empowered to contribute to our collective success.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.&nbsp;</span></p> <p style="text-align: center;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em>&nbsp;</em><em>Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.</em></span></p></div>