Manager, Advanced Support Engineering

 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: 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

• 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

• Train staff on company processes, policies and procedures

• Identify needs for and drive process improvements

• Delegate authority and responsibility with accountability and follow up

• Effectively and simultaneously prioritize multiple tasks, projects and deadlines

• 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

• Sets the example for Advanced Support Engineers in areas of personal character, commitment, organizational and solving skills, and work habits

Desired Qualifications:

• 3+ years in Technical Support and 2+ years managing people in a customer facing environment (2+ years Technical Support management experience preferred)

• 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 

• Bachelor's degree or equivalent military and/or work experience

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

• 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)

• Pet insurance and Pet Telehealth

• Employee Assistance Program (EA