Senior Manager, Technical Support at RingCentral overseeing global Tier 2 and Tier 3 Support Engineering teams. Driving excellence and optimizations for complex enterprise customer experiences.
About the role
- APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
Responsibilities
- Lead the APAC Technical Support team in delivering real-time support to SAMs, SPMs, FSEs, Parts, and Customers.
- Manage technical escalations, driving timely resolution in collaboration with Product Line, Engineering, and Global Technical teams.
- Ensure root cause analysis (RCA) and corrective actions are executed and shared to prevent repeat issues.
- Uphold safety, compliance, and quality standards in all technical interventions.
- Drive standardization of troubleshooting guides, tools, and processes across APAC.
- Build and expand the knowledge base to capture field learnings and best practices.
- Act as the technical interface to customers on escalated or complex cases.
- Lead, coach, and develop a diverse regional Technical Support team.
- Leverage data analytics to improve First-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.
Requirements
- Bachelor’s or Master’s degree in engineering (Electrical, Controls, or related field).
- 12+ years’ experience in technical services, field engineering, or product support, preferably in energy or industrial sectors.
- Proven track record in managing regional or cross-country technical teams.
- Expertise in failure analysis, troubleshooting, and technical escalation management.
- Familiarity with GE Vernova systems and tools (e.g., ServiceMax, Salesforce, technical knowledge systems) preferred.
- Strong communication and stakeholder management skills across cultures.
- Willingness to travel regionally (30–40%).
Benefits
- Relocation Assistance Provided: Yes
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
IT Support Analyst providing support for client systems and infrastructure. Handling service requests and improving knowledge bases for better operational efficiency.
Oracle Technical Support Analyst maintaining Oracle applications and supporting digitalisation initiatives. Ensure data readiness and compliance for reporting and operational excellence in a prison environment.
Technical Support Specialist providing expert technical support for Control4 customers in the custom electronics industry. Troubleshooting, installation guidance, and configuration support for a wide array of products.
Lead Technical Support Engineer managing complex technical support cases for DeepL's enterprise customers. Collaborating with engineering and product teams to resolve customer issues.
Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
Remote Support Engineer providing technical support to field engineers on Rockwell Automation products. Troubleshooting issues and collaborating with various teams to ensure customer satisfaction.
Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
Deposit Operations Support Analyst responsible for managing legal requests and providing customer support. Handling various operational tasks to ensure compliance and customer satisfaction within the bank.