Senior Support Lead

Say hello to opportunities.

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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We’re currently looking for: a Senior Support Lead. As a Senior Support Lead, your role will play a pivotal role in ensuring the smooth operation and support of our custom applications. You will manage and triage issues, oversee support processes, and provide expert guidance on support artifacts, including logs and monitors. Your background in support, AWS, monitoring, and help desk operations will be crucial in maintaining our systems' robustness. The ideal candidate will be a technical problem solver who keeps our support services running smoothly. They'll also leverage their SRE and DevOps skills to optimize and advise on infrastructure improvements.

Job Duties:

HelpDesk, Issue Management, and Triage:

• Lead the triaging of application issues, ensuring minimal disruption to customers.
• Coordinate with internal and external stakeholders to prioritize and address issues.
• Maintain detailed documentation of issues, resolutions, and procedural improvements.
• Oversee day-to-day support operations, ensuring efficient handling of customer inquiries.
• Implement best practices and innovative solutions for help desk operations.

Support/HelpDesk Process Management:

• Develop and manage support processes to enhance efficiency and reliability.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously assess and refine workflows for optimal performance.
• Establish and maintain effective support documentation and logs.

Guidance on Support Artifacts:

• Provide expert advice on the creation and use of technical documentation, logs, and monitoring tools.
• Ensure comprehensive monitoring and alerting systems are in place and effective.
• Utilize AWS Grafana and open-source observability tools to enhance monitoring capabilities.

 Customer Interaction:

• Act as a key point of contact for customers, ensuring clear communication.
• Handle escalations and ensure customer satisfaction through proactive issue resolution.
• Foster strong customer relationships by understanding their needs and delivering exceptional support.

 Collaboration and Autonomy:

• Work collaboratively with cross-functional teams, including development and operations.
• Demonstrate the ability to operate autonomously, taking ownership of support-related tasks.
• Mentor and guide team members, fostering a culture of continuous improvement.

Support Monitoring:

• Consult on AWS infrastructure for high-availability monitoring environments.
• Apply problem-solving and troubleshooting abilities effectively.
• Manage multiple tasks and projects efficiently under deadlines.
• Maintain strong customer-facing skills and exceptional interpersonal communication.

Desired Qualifications:

• Bachelor's degree in a relevant field (CS, IT, etc.) or equivalent military and/or work experience.
• Proven experience in application support, focusing on custom applications.
• Strong background in AWS, Grafana, and monitoring tools.
• Excellent customer-facing skills, with the ability to communicate complex technical issues to non-technical stakeholders.
• Ability to work collaboratively and independently.
• Experience developing and managing help desk support functions.
• Familiarity with agile methodologies and working within small agile teams.
• Relevant certifications in AWS, monitoring tools, or related areas.
• Strong problem-solving skills and a proactive approach
• Knowledge of deployment strategies and testing models.
• Advanced troubleshooting skills.
• Experience in developing application deployment and release, risk, and change management processes.
• Expertise in AWS services (EC2, S3, RDS, Lambda, CloudFormation).
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