Product Support Engineer (6-month contract)

Job Application for Product Support Engineer (6-month contract) at Dialpad Back to jobs Product Support Engineer (6-month contract) Bengaluru, India Apply About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI -driven insights. Visit dialpad.com to learn more. Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic . 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. We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps 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, recognized repeatedly as a certified Great Place to Work , ensures every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment. Create a Job Alert Interested in building your career at Dialpad? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf CERTIFICATION AND CONFIDENTIALITY: By initialing below, you hereby agree (a) that all information you provided on this application is true; and (b) all information received by you from Dialpad during the course of your job application and interview shall be governed by the terms of the Non-Disclosure Agreement. * Non-Disclosure Agreement What is your preferred first name? * What is your preferred last name? * Will you require immigration sponsorship to work in the primary office location for this position? * How did you hear about this role? * Linkedin profile How are you using Ai today? This is a 6-month contract starting immediately. Are you comfortable with this duration and start date? * Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Dialpad’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Submit application Powered by Greenhouse