Advanced Support Technical Lead

Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you are 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 someone to join our Advanced Support Technical Lead Team. 

In this role, you will be expected to:

• Provide Enterprise level technical support to all Advanced Support customers, applying expert knowledge of RingCentral services and VOIP technology. 

• Regularly achieve and exceed service level agreements and quality/customer satisfaction targets.

• Diagnose and troubleshoot all RingCentral Unified Communications (UC) and Contact Center (CC) issues and assist customers to maintain stable integrated UC and CC platforms.

• Troubleshoot and reproduce customer technical issues, driving them to resolution and/or escalating to next level of Advanced Support or Partner Support.

• Develop and maintain customer facing and internal knowledge-based articles for use in resolving technical issues.

• Apply expertise of network architecture required to support RC VoIP and Contact Center services.

• Approve all support cases prior to escalating to our CC Partners and UC Tier 3.

• Manage escalated issues and collaborate with other internal departments as well as partners such as NCX to expedite resolution.

• Create, maintain, and improve processes and procedures for diagnosing and resolving voice quality issues.

• Develop and maintain customer facing and internal knowledge-based articles for use in resolving technical issues.

• Lead by example in how to properly handle cases and escalations, execute processes, and maintain healthy customer and internal relationships.

Desired Qualifications:

• Bachelor’s degree in business related field preferred.

• 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: 

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

• Flexible PTO

• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace.

• Paid parental leave and new parent gift boxes.

• Pet insurance

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

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

• Employee bonus referral 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