Technical Support Engineer 3 - Telco

Join Our Team as a Senior Support Engineer

About Us:

At RingCentral, we are 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 thrilled that you're considering joining us!

Role Overview:

We are looking for a Senior Support Engineer to join our team and provide expert technical support for RingCentral's Unified Communications (UC) platform. This role is crucial in ensuring the seamless operation of our UC solutions for our Enterprise customers, troubleshooting complex technical issues, and assisting in platform maintenance.

Primary Responsibilities:

• Diagnose and troubleshoot all RingCentral UC issues, assisting customers in maintaining a stable integrated UC platform.
• Provide Enterprise-level technical support to all customers.
• Troubleshoot and reproduce customer technical issues to resolution or escalate as needed.
• Apply expert knowledge of RingCentral services and VOIP technology.
• Train customers on administration of the RingCentral platform.
• Answer complex technical questions and offer workarounds for customer networks.
• Provide quick and accurate handling of support interactions via phone, screen sharing, and email.
• Follow up with customers to ensure they are satisfied and up to date with resolutions.
• Respond promptly to escalations, keeping detailed case notes.
• Manage customer expectations to deliver high satisfaction and increase retention.
• Regularly meet and exceed service level agreements and customer satisfaction targets.
• Stay current on software defects and upgrades.
• Collaborate with internal teams to expedite issue resolution.

Desired Qualifications:

• 5+ years of experience in a customer-focused role, specifically in technical support.
• Strong technical troubleshooting skills with persistence and patience.
• Expertise in VOIP technologies, including SIP, RTP, QoS, COS, and 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 (e.g., Network+ or equivalent) is desirable.
• Experience with Elecktron framework, addressing technical issues related to software, configuration, and hardware.
• Experience in supporting telecommunications, networking, or Software-as-a-Service (SaaS) products.
• Experience in supporting contact center technologies.
• Ability to work efficiently in a fast-paced, team-oriented environment.
• Excellent communication and empathy skills for all customer levels, including executives, end users, and developers.
• Self-motivated with a drive to make an impact and deliver results.

Why RingCentral

Join us and become a part of a revolutionary team that is shaping the future of communication. We look forward to helping you grow in your career while working in a dynamic and collaborative environment.