Product Support Engineer (6-month contract)

About Dialpad 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. 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. 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. Visit dialpad.com to learn more. Being a Dialer 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. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. 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: 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. Why Join Dialpad Work at the center of the AI transformation in business communications Build and ship agentic AI products that are redefining how companies operate Join a team where AI amplifies every employee’s impact Competitive salary, comprehensive benefits, and real opportunities for growth 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 Great Place to Work, ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.