Developer Support Specialist

Responsibilities:

• Provide technical support and troubleshooting assistance to customers using RingCentral solutions and integrations
• Collaborate with customers to understand, replicate, and resolve technical issues related to system integrations, APIs, and cloud services
• Assist in interpreting logs and system metrics reports, and translating them into actionable technical diagnostics
• Guide customers through resolution steps, troubleshooting, API usage, and other technical procedures
• Escalate complex issues to engineering or product teams when necessary, providing detailed documentation and context
• Participate in knowledge sharing by creating troubleshooting guides and documenting common issues
• Help facilitate customer acceptance testing and troubleshoot any post-implementation problems
• Collaborate with third-party vendors and internal teams to resolve ongoing issues
• Contribute to continuous improvement initiatives by providing feedback on recurring issues and customer pain points
• Identify, Triage, Troubleshoot, and suggest resolutions to middleware and customer applications.

Skills & Experience:

• Strong understanding of software solutions, cloud environments (AWS preferred), and API integrations (HTTP/REST)
• Basic knowledge of microservices architecture and related technical concepts
• Hands-on experience with tools such as JavaScript, Postgres, GIT, and API testing, REDIS
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently
• Strong communication skills to explain technical solutions to non-technical users
• Familiarity with support ticketing systems and SLDCs (Support Lifecycle Development cycles)
• Ability to prioritize multiple support cases in a fast-paced environment
• Empathy and patience when dealing with customer concerns and resolving issues

Qualifications:

• Bachelor s degree in a technical discipline or equivalent experience
• 5+ years of experience supporting software applications, APIs, or cloud services
• Experience with Node.js, GitHub, AWS, and API troubleshooting
• Experience with Contact Center integration and integration development is a plus
• Familiarity with the Grafana stack (Loki, Prometheus, and Grafana) is a plus