Senior Manager, Advanced Support Engineering

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: 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 a Sr Manager, Advanced Support Engineering, 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.

To succeed in this role you must have experience in:

• Lead, coach and motivate a team of Advanced Support Engineers (ASE) to exceed expectations

• Mentor and strengthen the existing leadership skill sets of other Advanced Support Engineering Managers

• Team mentorship and guidance of soft skills development through ad-hoc and regular one on ones with team members focused on building team camaraderie and self sufficiency

• Observe, analyze, and initiate ways to improve the support organization development that will allow the team to be more efficient and meet functional, performance, and scalability requirements

• Take strategic directions, design methods, and processes that will translate tactically to the ASE and management team

• Recognize the needs of the business and how the ASE organization can help achieve the solution for those needs

• Communicate effectively around priorities and goals for the entire ASE organization and work with ASE managers to cascade goals

• Build and maintain cross-functional relationships and provide feedback as the voice of support

• Manage customer expectations and experience to deliver high customer satisfaction and increase retention

Desired Qualifications:

• 5+ years in Technical Support and 5+ years managing people in a customer facing environment (3+ years Technical Support management experience preferred)

• Proven ability to think tactically and strategically to understand the support organization's vision and ensure that vision is executed with excellence

• Must be resourceful and can collaborate cross-functionally with teams within RingCentral and partners

• Intrinsically motivated with an intense curiosity and desire to produce high-quality work

• Excellent verbal and written communication skills with presentation abilities

• Ability to handle conflict and drive agreement on decisions in which conflicting opinions may exist

• Strong problem-solving skills with the ability to analyze data, determine insights and develop processes to drive productivity and efficiencies

• The ability to drive problem resolution and decision-making based on data

• Must be a strong leader who can attract, motivate, retain, and develop team members

• Ability to communicate and empathize with all levels of executives

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

• BS/BA in relative field degree or equivalent military and/or work experience.

What we offer: 

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.) 

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Wellness programs including 1:1 coaching and meditation guidance 
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Parental support for children with developmental and learning disabilities
• Pet insurance
• 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<