Mobile Production Support Engineer, Android
Dialpad, Inc.
Bengaluru, India
11h ago

Work Beautifully

Dialpad is where work comes together one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center Dialpad is completely transforming how the world works together.

Our People. Our Culture

At Dialpad, we believe that when the right people come together, anything is possible. We’ve created an incredible, passionate, and welcoming culture that truly makes Dialpad an amazing place to work.

We also place equity, balance, and belonging at the heart of everything we do.

At Dialpad, work isn’t a place you go, it's a thing you do. And we don’t just build products for anywhere workers we are anywhere workers.

With offices in the Bay Area, Austin, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore to support our hybrid workers, and remote workers around the world, we are dedicated to building a diverse workforce, where each individual is welcomed and valued for their different perspectives and contributions.

Join The Movement

After founding Google Voice and radically transforming consumer communications, our founders set out to completely transform the way the world works together.

With over $2B in valuation and funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.

The team

Every engineer on our global Engineering team is given the opportunity to take ownership of a large portion of the product where they’re able to thrive.

Combining natural language processing and artificial intelligence with world-class cloud computing, the things you’ll do at Dialpad will shape the future of work enabling companies to work from anywhere and making business communication more human.

What you will achieve

In your first 30 days :

  • You'll experience our comprehensive onboarding and learn about Dialpad's culture & values
  • Work closely with your mentors to set up your tools and learn about our products, software development and production support processes and workflows
  • Get to know the mobile and product engineering teams and their respective areas of focus
  • Review and use existing knowledge base documentation for multiple product areas and shadow other production support engineers
  • Start developing cross-functional, collaborative relationships across engineering, product, design, QA and customer support teams, as well as other internal teams as needed
  • In your first 90 days :

  • Triage, prioritize, and resolve or escalate tickets reported by Customer Support and other product development teams like product, engineering, and QA
  • Be the first line of support for calling-related bugs
  • Develop extensive documentation for both customers and internal teams to reduce troubleshooting time and drive faster issue resolution
  • In your first 6 months :

  • Research, analyze, and diagnose complicated technical issues through leveraging backend systems and logging
  • Lead active incident management and post-incident learnings
  • By 1 year :

  • Become a calling expert, learning all there is about the different phases of a call between the backend telephony engine, the SIP and WebRTC layer, and the dialpad app itself
  • Partner with engineering teams to become the point of contact regarding mobile engineering issues
  • Collaborate with engineering and product teams for 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 love learning how things work and figuring out thorny problems. You are a good communicator who likes helping people.

    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 have prior experience working in production support across multiple applications. You’re an expert at proactively identifying potential issues, and resolving customer issues.

    Soft Skills and experience :

  • 3+ years experience in supporting large scale distributed systems, SaaS-based solutions working with global distributed teams across multiple time zones.
  • Preferably in the VOIP 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 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 an interest in learning, a broad array of frontend, backend languages & frameworks and cloud computing technologies
  • Tech skills :

  • Beginner's understanding of networks and networking issues
  • Beginner's level 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 error codes (404, 407, 200, 403)
  • Ability to connect the dots between logs from different parts of the system
  • A general understanding of iOS settings, especially current versions
  • The ability to read a Crashlytics crash report
  • Regarding our stack :

    You don’t need to know everything but have some experience with software development and be willing to learn.

    Our Android stack :

  • Mostly Kotlin with a little bit of Java remaining
  • Flows
  • Starting to use Jetpack Compose
  • Our codebase is in two separate projects but with shared libraries
  • Our non-mobile product stack :

  • Vue.js
  • Google Cloud Platform
  • Lucene / ElasticSearch
  • Culture

    We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, Skill & Will, we strive to bring on only the most passionate and talented people to our team.

    Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.

    Compensation and Equity

    Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

    Healthcare and Wellness

    Stay healthy and happy! All employees will be covered with medical insurance along with up to five dependent members of the family.

    We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend.

    Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!

    Equity, Balance, and Belonging

    At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same.

    We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

    Flexible Work Accommodations

    These days, it’s business as unusual. That’s why we offer a monthly stipend to help cover your cell phone and home internet.

    We also cover costs for home office equipment and encourage employees to take advantage of our generous time off and vacation policy.

    Education

    We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

    Meals & Transportation

    Use a prepaid card to pay for the commute to the office and enjoy meals, snacks, and drinks on us.

    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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