Senior Product Support Engineer

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.