Offer summary

Qualifications:

Bachelor’s degree in a technical discipline or equivalent experience., 5+ years of experience supporting software applications, APIs, or cloud services., Strong understanding of cloud environments, preferably AWS, and API integrations., Experience with tools like JavaScript, Postgres, GIT, and API testing..

Key responsibilities:

Provide technical support and troubleshooting assistance to customers.

Collaborate with customers and internal teams to resolve technical issues.

Interpret logs and system metrics to diagnose problems.

Create troubleshooting guides and document common issues.

Job description

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.

This is where you and your skills come in. We’re currently looking for:

You will serve as a primary point of contact for customers experiencing technical issues with RingCentral solutions. Working collaboratively with onshore and offshore support teams, product experts, and third-party vendors, you will diagnose, troubleshoot, and resolve complex technical problems, ensuring high customer satisfaction.

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

What we offer:

Mediclaim benefits
Paid holidays
Casual/Sick leave
Privilege leave
Bereavement leave
Maternity & Paternity leave
Wellness programs & coaching
Employee referral bonus
Professional development allowances
Night shift allowances

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.

Required profile