Key responsibilities include serving as the primary interface with trading business units, ensuring seamless technology operations, and proactively addressing issues. The ideal candidate will thrive in a collaborative environment, demonstrate a strong sense of ownership, and be passionate about providing world-class support to drive business success.

The role requires a minimum of 5+ years of progressive technical support experience in an enterprise-level environment, preferably within the financial industry. The ideal candidate will have strong knowledge of Active Directory and Exchange, familiarity with ITIL frameworks and tools such as ServiceNow, and proven experience with market data platforms and vendor integrations.

In addition to the above requirements, the successful candidate will be able to prioritize and perform under pressure in a fast-moving, constantly changing environment. They will also be able to maintain and expand technical knowledge through continuous learning, with a focus on delivering exceptional customer support.

This is an exciting opportunity to work at the heart of a fast-paced trading environment, where technology and business intersect. You will have the chance to collaborate with top-tier professionals, tackle complex challenges, and make a direct impact on the success of our trading operations.

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In this role, you will focus on identity and access management, secure collaboration, endpoint/VDI, and SaaS governance. You will partner closely with IT Engineering, Security, People, and Compliance to make access secure by default, reduce friction in onboarding and offboarding, and improve the overall employee experience.

About the role:

You will translate requirements from Security, Compliance, IT, and business stakeholders into clear product outcomes across platforms such as Okta, Opal, VDI, MDM, Google Workspace, Slack, Zoom, and other SaaS applications. You will help convert the existing Staff IT Systems Engineer responsibilities into scalable, measurable product capabilities that align with the IT Infra and Ops charter.

Own the product vision, strategy, and roadmap for IAM and security-aligned IT infrastructure, including Okta, access governance, endpoint management, and VDI, aligned to IT Infra and Ops priorities.

Act as a primary product partner and escalation point for Engineering and Security on identity, access, and secure remote access, helping prioritize and resolve high-impact issues.

Define and improve end-to-end joiner, mover, and leaver flows, ensuring user provisioning, de-provisioning, and access changes are secure, automated, and reliable.

Establish standards for SSO integrations and app onboarding and offboarding in Okta, working with engineers to onboard new applications, deprecate legacy patterns, and maintain a consistent SSO experience.

Design and roll out access policies, baseline RBAC, and Just-in-Time and time-bound access patterns in partnership with Security, Compliance, and IT Engineering, with clear controls and auditability.

Own the VDI and secure remote access experience as a product surface, partnering with engineering on performance, reliability, and hardening, and defining SLIs, SLOs, and incident playbooks.

Collaborate with Security, People, and IT to define automated onboarding and offboarding processes that cover identity, devices, collaboration tools, and privileged access.

Define requirements for automation, policies, and scripts using vendor APIs to manage company devices and SaaS services such as Google Workspace, Slack, Zoom, and MDM tools.

Partner with IT Infra and Ops and Finance to support asset and SaaS lifecycle management, including inventory visibility, licensing utilization, and access governance for endpoints and applications.

Ensure documentation, runbooks, and training material for IAM, VDI, and related security and IT processes are accurate, accessible, and kept up to date for internal employees and IT staff.

Build strong relationships with IT Engineering, Security, Compliance, People, and business stakeholders, with clear intake, prioritization, and communication around roadmap, tradeoffs, and delivery.

Define and track key metrics such as time-to-access for new hires, reduction in access-related tickets, SSO coverage, QAR completion, and control failures, and use these metrics to drive prioritization.

Who You Are:

7+ years of experience in IT product management, technical program management, or systems engineering roles focused on SaaS, identity, security, or endpoint platforms.

Practical experience with administration or close partnership on platforms such as Okta (Identity Engine and Identity Governance), Google Workspace, Slack, Zoom, MDM or endpoint management tools, and VDI solutions.

Strong understanding of identity and access management concepts and practices, including SSO, federation, RBAC, joiner and leaver lifecycle, privileged access, and quarterly access reviews.

Experience collaborating with or supporting Microsoft, Linux, and Mac user environments, especially for secure access, device management, and productivity tooling.

Demonstrated experience defining and driving automation workflows and integrations that remove manual IT and security tasks, such as access provisioning, group management, and device or SaaS lifecycle actions.

Familiarity with CI or CD tools and Git, and the ability to work closely with engineers on configuration, releases, and environment management.

Comfort working with at least one programming or scripting language, such as Python or Go, at a level sufficient to understand implementation options and tradeoffs.

Experience partnering with Security and Compliance on access controls, ITGCs, and IT application controls for frameworks such as SOX or SOC 2, including control design and evidence collection.

Strong written and verbal communication skills, with the ability to translate technical and security concepts into clear product narratives and decisions for both technical and non-technical audiences.

Preferred:

Experience in high-growth, cloud-native, or security-sensitive environments where identity, access, and endpoint posture are tightly linked to customer and compliance expectations.

Prior ownership of IAM or security products such as Okta, Opal, CyberArk, VDI, or device management platforms as a product manager or TPM.

Familiarity with automation and infrastructure-as-code tooling such as Terraform, Ansible, Chef, Intune, Jamf, or similar technologies.

Experience contributing to or leading M&A-related migrations involving identity consolidation, SSO rationalization, or access model redesign.

Exposure to AI or agent-based IT support models and interest in using them to reduce IT ticket volume and improve time to resolution.

Why CoreWeave?

At CoreWeave, we work hard, have fun, and move fast! We’re in an exciting stage of hyper-growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values:

Be Curious at Your Core

Act Like an Owner

Empower Employees

Deliver Best-in-Class Client Experiences

Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for takeoff, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us!

The base salary range for this role is $143,000 to $210,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility).

What We Offer

The range we’ve posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and market conditions.

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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.

Responsibilities

• 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.

Requirements

• 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

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