Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
About the role
- 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.
Responsibilities
- Lead and scale a multi-location team consisting of Tier 2 and Tier 3 Support Engineers, fostering a culture of technical excellence and proactive ownership.
- Define and execute a robust escalation framework for technical, operational, and leadership engagement, ensuring clear accountability and faster coordination across teams.
- Implement and oversee advanced support pilots and workflow optimizations—such as consolidated phone blocks and protected casework time—to balance service levels with deep-dive technical investigations.
- Partner closely with Engineering, Product, and Customer Success leadership to align on severity levels, response expectations, and long-term support strategies.
- Utilize advanced support analytics and "Voice of the Customer" insights to identify technical friction points and drive continuous improvement in case quality and resolution timelines.
Requirements
- Extensive experience leading technical support organizations, with a track record of managing both Tier 2 and Tier 3 level engineers.
- Demonstrated ability to lead and inspire teams residing in multiple global locations (e.g., Sofia, Manila, US/UK), maintaining consistency and culture across time zones.
- A deep understanding of complex technical ecosystems, including telephony, networking (QoS), and API/integrations.
- Experience acting as a "break-glass" path for stalled priority issues, showing visible leadership and calm execution during critical service incidents.
- Ability to design and implement sophisticated operational roadmaps, such as 90-day action plans to establish stronger executive governance and tighten crisis response.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSA) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- 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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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.
APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance 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.