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.
RingCentral is headquartered in Belmont, California and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in Colorado, the compensation range for this position is between $39,900and $57,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
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