Manager, Advanced Support Engineering

Are you a highly skilled technical leader with a passion for problem-solving and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where you can make a significant impact? RingCentral is seeking a Manager of Advanced Support Engineering to drive our technical support team to new heights. In this role, you will lead a team of talented engineers, providing advanced technical support for our industry-leading communication and collaboration platform. To excel in this role, you must possess strong leadership skills, technical expertise, and a dedication to delivering exceptional customer experiences. If you are ready to take on this exciting challenge, we want to hear from you!

1. Lead and manage a team of advanced support engineers to provide exceptional technical support for RingCentral's communication and collaboration platform.
2. Develop and implement strategies to continuously improve the team's performance and drive customer satisfaction.
3. Foster a culture of excellence and continuous learning within the team, providing guidance and mentorship to team members.
4. Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring timely and effective resolution for customers.
5. Stay up-to-date with industry trends and advancements, and proactively identify opportunities for improvement and innovation within the team.
6. Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.
7. Develop and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our support services.
8. Oversee the creation and maintenance of technical documentation, knowledge base articles, and other support resources.
9. Act as a point of escalation for complex technical issues, providing guidance and support to team members to ensure timely resolution.
10. Collaborate with other departments, such as product development and sales, to communicate customer feedback and contribute to product improvements and enhancements.
11. Ensure compliance with company policies and procedures, and promote a culture of adherence to industry standards and best practices.
12. Continuously evaluate and improve processes to increase efficiency and effectiveness of the support team.
13. Conduct regular performance evaluations and provide constructive feedback to team members to foster their growth and development.
14. Represent RingCentral at industry events and conferences, showcasing our technical expertise and commitment to customer satisfaction.
15. Serve as a role model and inspire team members to strive for excellence in their work and foster a positive and collaborative work environment.

According to JobzMall, the average salary range for a Manager, Advanced Support Engineering in Fort Worth, TX, USA is $100,000 - $130,000 per year. This may vary depending on the specific company, experience level, and other factors.

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.