Advanced Support Engineer

Say hello to possibilities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. 

We’re a $2 billion company that’s growing at 20+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition. 

We’re currently looking for: an Advanced Support Engineer. At RingCentral, our Advanced Support Engineers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic  role within the company and will focus on driving results and customer satisfaction. As an Advanced Support Engineer, you will have a broad and dynamic set of responsibilities from strategy to executing directives. This role requires a passion for building leaders, building relationships, and building teams that will deliver world class results to RingCentral and the customer.

Primary Responsibilities

• The essential functions and tasks of this job title include but are not limited to the following listed below:

• Diagnoses and troubleshoots all RingCentral Unified Communications (UC) or RingCentral Contact Center issues and assists customers to maintain a stable integrated UC platform.

• Provides Enterprise level technical support to all Enterprise customers.

• Troubleshoots and reproduces customer technical issues to resolution and/or escalates.

• Applies expert knowledge of RingCentral services and VOIP technology. 

• Responsible for training customer administration of RingCentral platform

• Answers complex technical questions and offers workarounds for customer networks. 

• Provides quick and accurate handling of support interactions – phone, screen sharing and email.

• Follow up with customers, ensuring customers are up to date and satisfied with resolution.

• Responds promptly to escalations while keeping detailed case notes.

• Manages customer expectations and experience to deliver high customer satisfaction and increase retention.

• Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.

• Remain current on software defects and upgrades.

• Manage escalated issues and collaborate with other internal departments to expedite resolution.

• Help develop and maintain customer facing and internal help articles.

Desired Qualifications:

• 2+ years’ experience in customer-focused/customer experience role. 

• Strong technical troubleshooting skills, perseverance, and patience

• Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs.

• Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

• Networking, IT, or telecommunications certification is a plus – Network + or equivalent is desirable.

• Experience supporting telecommunications, networking, or Software-as-a-Service products.

• Experience supporting contact center technologies.

• Ability to work efficiently in a highly demanding team-oriented and fast paced environment.

• Ability to communicate and empathize with all levels of customers – executives, end users, developers.

• Self-motivated with the ability to dive right in, be effective and make a difference. 

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave 

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee 1:1 coaching, perks and discounts program
   

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily.  As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $51,800 and $74,000 for full-time employees, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.