Senior 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 $2 billion 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. 

To succeed in this role you must have experience in:

• Work on escalations, existing workload, and projects

• Cascades new product information to the ASE Team

  • (1) Attends scheduled feature release meetings

• Remains current on software defect and upgrades 

• Stays up to date with T3 wiki and communicate with the team when discovering new bugs 

• Provides one training quarterly to the ASE Team

  • (1) In depth task day training to cover entire team (hour)

• Acts as an unofficial TAM for escalated accounts

• Conducts customer escalation case reviews by request and reports findings to leadership

• Partners with ASEs on escalations as needed

  • Clear documentation in next steps noted in case

• Monthly rotation to reduce backlog

  • Proactively takes ownership of aged cases

  • Exceeds set targets on case touched and cases closed

• Mentors ASEs

• Conducts weekly AASE case audits by management request 

• Attends weekly meetings with Tech Leads

• Assists Advanced Support team during outages with proper case tagging

• Begin understanding routing concepts and troubleshooting

• Understands how to gather packet captures and application logs

• Expectation that travel may be required for some escalations 

Desired Qualifications:

• Bachelor’s degree in business related field or equivalent military experience

• 1-3 years of experience in an Advanced Support Engineer role

• CompTIA Net+ Cert

• SIP School Cert

• Proficient in Contact Center

• 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

• 401K match and ESPP

• Flexible vacation

• 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

• Student loan refinancing assistance

• Employee 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 is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone. 

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