RingCentral

Manager, Advanced Support Engineering

RingCentral

Denver, CO, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

At RingCentral, we are seeking a highly skilled and experienced Manager to lead our Advanced Support Engineering team. As the Manager of this critical team, you will be responsible for overseeing the technical support and troubleshooting strategies for our advanced products and services. We are looking for a dynamic leader who can motivate and guide a team of dedicated engineers to provide exceptional support to our customers. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service. If you are a natural problem-solver and thrive in a fast-paced, collaborative environment, we encourage you to apply for this exciting opportunity.

  1. Lead and manage the Advanced Support Engineering team to ensure timely and efficient resolution of technical issues for RingCentral's advanced products and services.
  2. Develop and implement strategic plans and processes for the technical support and troubleshooting strategies of RingCentral's advanced products.
  3. Foster a positive and collaborative team environment, motivating and guiding engineers to provide exceptional support to customers.
  4. Continuously monitor and evaluate team performance, providing feedback and coaching to improve technical skills and customer service.
  5. Maintain a strong understanding of RingCentral's products and services, as well as industry trends and advancements, to ensure the team is equipped to effectively support customers.
  6. Collaborate with cross-functional teams, including product development and sales, to address complex technical issues and provide solutions for customers.
  7. Ensure that all customer interactions are handled with the highest level of professionalism and sensitivity, maintaining RingCentral's reputation for exceptional customer service.
  8. Develop and maintain strong relationships with key stakeholders, including customers, to gather feedback and identify areas for improvement.
  9. Utilize data and metrics to track team performance and identify opportunities for process and workflow improvements.
  10. Demonstrate strong leadership skills, including decision-making, problem-solving, and conflict resolution, to effectively manage the team and handle any escalated customer issues.
  11. Act as a subject matter expert, providing guidance and support to team members and other departments on technical issues and best practices.
  12. Stay up-to-date on industry standards and best practices to ensure the team is providing the most current and effective support to customers.
  13. Adhere to RingCentral's policies, procedures, and standards at all times, promoting a culture of compliance and professionalism within the team.
  14. Contribute to the hiring and onboarding process for new team members, ensuring the team is staffed with top talent.
  15. Other duties as assigned by the company.
Where is this job?
This job is located at Denver, CO, USA
Job Qualifications
  • Bachelor's Or Master's Degree In Computer Science, Engineering, Or A Related Field.

  • Minimum Of 5 Years Of Experience In A Technical Support Role, Preferably In A Saas Or Telecommunications Environment.

  • Strong Leadership Skills And Experience Managing A Team Of Technical Support Engineers.

  • In-Depth Knowledge Of Cloud-Based Technologies And Experience Troubleshooting Complex Technical Issues.

  • Excellent Communication And Customer Service Skills, With The Ability To Effectively Communicate Technical Information To Both Technical And Non-Technical Audiences.

Required Skills
  • Project Management

  • Troubleshooting

  • Communication

  • Time Management

  • customer service

  • Analytical Thinking

  • Team Leadership

  • Collaboration

  • Problem-Solving

  • Technical Expertise

  • Coaching/Mentoring

Soft Skills
  • Communication

  • Emotional Intelligence

  • Leadership

  • Time management

  • Interpersonal Skills

  • creativity

  • Attention to detail

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Manager, Advanced Support Engineering in Denver, CO, USA is $110,000 to $150,000 per year. Salaries may vary depending on the specific company, level of experience, and other factors such as bonuses and benefits.

Additional Information
RingCentral is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedJuly 10th, 2024
Apply BeforeAugust 19th, 2025
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About RingCentral

RingCentral is an American publicly traded provider of cloud-based communications and collaboration solutions for businesses. The company is considered the leader in Unified Communications as a Service in terms of revenue and subscriber seats.

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