Product Support Engineer (6-month contract)

Dialpad

24 days ago

Bengaluru, India

Mid Level / Senior

H1B Sponsor

Responsibilities

Triage, prioritize, and resolve or escalate tickets reported by Customer Support and product development teams.
Investigate complex integration-related bugs as the primary point of contact.
Own specific production problems or customer requests, coordinating with internal teams for resolution.
Support engineering teams in deploying new features and hot fixes in production and staging environments.
Develop extensive documentation for customers and internal teams to reduce troubleshooting time.
Research and diagnose complicated technical issues using backend systems and logging.
Lead incident management and post-incident learnings.
Generate dashboards and reports to improve product quality and stability.
Become a subject matter expert in various products and technical stacks.
Partner with engineering teams to develop monitoring and alert detection systems.
Monitor application performance and recommend improvements.
Collaborate with teams to enhance bug management workflows and automate processes.
Mentor other production support engineers.

5+ years of experience in supporting large-scale distributed systems and SaaS solutions.
Technical background with excellent English written communication skills.
Attention to detail and a passion for maintaining high-quality customer-facing software applications.
Strong problem-solving skills and interest in VOIP telephony and video meetings.
Curiosity and persistence in troubleshooting complex issues.
Experience with frontend and backend languages, frameworks, and cloud technologies.
Strong experience with Windows, MacOS platforms, and VDI environments.
Experience with integrations in Real-Time Communication Platforms like CRM and API platforms.
Deep understanding of networks and networking issues.
Understanding of HTTP and SIP error codes.
Ability to analyze logs from different backend components.

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