People Matter

Senior Service Engineering Manager



Multiple locations
Posted on Wednesday, June 12, 2024

Say hello to opportunities.

It’s not every day 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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

connect powerfully and personally from anywhere, at any time, on any device.

This is where you and your skills come in.

We’re currently looking for a Senior Service Engineering Manager to tackle complex technical issues on the AI-powered Cloud Based Contact Center platform. You'll validate, troubleshoot, and resolve diverse problems related to telephony, call routing, database performance, reporting, and call quality. You will leverage cutting-edge cloud technologies and collaborate with product owners, architects, and engineering teams.

We value motivation, organization, and a relentless approach to solving critical business problems. Our positive, team-oriented culture emphasizes collaboration and continuous improvement.

Job Duties:

Incident Management:

- Act as an incident commander, coordinating with NOC, SRE, and Development leadership during production incidents and escalations.

- Drive resolution during incidents while maintaining communication with leadership and customer-facing teams.

- Publish executive summaries.

Communication and Escalation Management

- Maintain close communication with the support team on customer-related escalations.

- Monitor multiple internal digital channels to ensure important issues are covered.

- Serve as a technical resource, addressing incoming tickets and issues.

- Collaborate closely with Engineering, SRE, Quality Engineering, Professional Services, and Product Management teams.

- Lead and organize cross-team collaboration to address and resolve issues.

Team Leadership and Development

- Lead by example, mastering both fundamental and advanced system functions from product and engineering perspectives.

- Own and manage the team’s backlog, acting as the bridge between Global Customer Care and the Engineering teams.

- Prioritize and communicate tasks based on customer needs and demands.

- Develop and implement processes for knowledge retention, communication, and escalations.

- Enable the team’s global expansion through scalable practices.

Desired Qualifications:

- Bachelor's degree in Computer Science, Computer Engineering, or a related field, or equivalent practical experience.

- 5+ years managing at least one of either Service Engineering, Sustaining, Customer Success, OPS, SRE, or Engineering teams.

- 6+ years supporting SaaS products

- 8+ years overall industry experience

- Strong technical skills and a demonstrated ability to learn the new technologies.

- Experience with Cloud Based Contact Center technologies (Java, VOIP, Databases)

- Active hands-on skills working with AWS deployments, monitoring, and logging

- Exceptional organizational and communication skills.

- Resilient and adaptable attitude.

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

  • Paid time off and paid sick leave

  • 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)

  • Pet insurance and Pet Telehealth

  • 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 Engineering team works on high-complexity projects that set the standard for performance and reliability at massive scale. What kind of scale? Millions of users today and hundreds of millions tomorrow. This is your chance to help imagine, develop and deliver products that raise the technological bar, and power human connections. If you’re a talented, ambitious, creative thinker, RingCentral is the perfect environment to join a world class team and bring your ideas to life.

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, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. 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 Belmont, California, the compensation range for this position is between $175,000 to $250,000 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.