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
- Technical Support Associate handling technical inquiries and support for geolocation and cybersecurity solutions at GeoComply. Collaborating with teams and clients to resolve technical issues effectively.
Responsibilities
- Assist GeoComply and end-user customers with their technical requests, investigations, and questions through our ticketing systems: Salesforce, Jira, and Slack.
- Troubleshoot technical issues, including solution integrations, geolocation accuracy, network configurations, and system performance.
- Support investigations by reviewing data tables and logs (e.g., in Grafana, Kibana) and creating reports using pre-configured scripts and in-house solutions.
- Complete configuration changes or escalate internally with a clear technical context.
- Monitor performance alerts and communicate any valid issues immediately to our affected clients and Incident teams.
- Communicate and coordinate with Customer Success Managers to manage clients and escalations.
- Collaborate with Engineering and Product teams by providing detailed technical information and observations, or suggestions for improvement.
- Actively contribute to our knowledge base by creating and refining troubleshooting documentation and user guides for internal and external use, based on observations from the queue
Requirements
- Technical background: Education or experience in Computer Science, IT, Data, Engineering, or related technical field (degree, bootcamp, certifications, or equivalent self-taught experience).
- At least two years of experience providing technical support by email, live chat, social media, and/or phone is a must; experience with customer service alone is not sufficient for this role.
- Technical fundamentals: Understanding of concepts like APIs, databases, networking basics, and technical troubleshooting methodology.
- Fluent English (written and verbal): Ability to communicate technical information clearly and correctly.
Benefits
- Performance-based bonus
- Equity plans
- Paid vacation and sick days
- Extended health benefits
- Generous Learning & Development Allowance
- Sports and Physical Wellness budget (30% of L&D Allowance)
- Charitable and DEI initiatives
- Team-building events
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