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Advanced Application Support Engineer

Bangalore, India

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 an Advanced Application Support Engineer, you are a key member of a team focused on supporting our customers and partners using advanced applications like IVR, Omnichannel, and custom integrations. You’ll own the responsibility of ensuring users have an excellent support experience. You enjoy helping others solve complex problems and will work closely with customers, partners, and internal teams to drive issues to resolution while providing clear expectations about what the next steps are and who will execute them.

You thrive in a fast-paced environment and have a knack for problem-solving, always ready to dig in and troubleshoot. You’ll also help create positive outcomes by leveraging your experience in custom development and workflow implementation. In addition, you’ll bring your excellent analytical skills to troubleshoot problems by utilizing different tools and logs, and your ability to quickly learn new technologies and applications will be essential as you help solve any technical matter our customers and partners may face.

This position reports to our Product Manager T2. This is a remote opportunity. This position requires working night shifts, with hours from either 9:00 AM to 6:00 PM EST or 12:00 PM to 9:00 PM EST.

What you'll do 

  • Work closely with customers to provide technical support for our advanced applications such as IVR workflow, Omnichannel, and custom integrations, which includes troubleshooting and resolving customer issues.
  • Collaborate with our development team to ensure that our custom applications are up-to-date and meet the needs of our customers.
  • Participate in code reviews and provide feedback to the development team.
  • Keep up-to-date with the latest technologies and best practices in software development.
  • Deliver amazing service and support to our users by providing fast and accurate responses courteously and professionally.
  • Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
  • Define and follow processes for project/implementation handovers from development to Day 1 support. You will also create and maintain documentation specific to integrations and customers.
  • Advanced Application Support Engineers are expected to attend all advanced training to become experts in our products and services. These trainings are scheduled in advance and included in the Engineer's Google Calendar and their weekly posted schedule. Advanced training gives Engineers an opportunity for career growth.
  • Maintain the targeted number of tickets completed every week and strive for one-touch resolution. All targeted metrics (SLA, QA, and tickets solved) are the same for each team member.

Skills you’ll bring 

  • A college degree is required (a technical degree is preferred).
  • Minimum of 5 years in customer support (additional work experience in a technical field is preferred).
  • Programming skills in at least one of the major languages (Python, Java, PHP, and other object-oriented programming languages).
  • Experience with designing and implementing IVR and Omnichannel conversation workflow tools.
  • Experience with cloud technologies and platforms like GCP and AWS.
  • Good understanding of the Contact Center domain.
  • Experience in Software Engineering best practices. 
  • Experience with GIT or other code version control software.
  • Good exposure to integration applications and CRM software. Understanding of REST APIs and security fundamentals.
  • Strong preference for having worked in the past for a well-known US company in support.
  • Excellent internet connectivity required.
  • Excellent English skills are a must (candidates will be turned down if their responses to the ad contain grammatical errors).

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 a community of inclusion and an environment free from discrimination or harassment.

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