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
- Junior Support Engineer resolving technical issues for Ten's EMEA support team. Triage, resolve, and improve support solutions for client satisfaction in Cape Town.
Responsibilities
- Proactively triage and resolve support tickets by applying configuration changes, crafting SQL scripts, and performing detailed log analysis.
- Conduct in-depth investigations of issues by examining application-level logs, server-side data, and monitoring dashboards to identify root causes quickly.
- Escalate complex issues with well-documented evidence, ensuring timely resolution and clear communication.
- Support client onboarding by accurately formatting and uploading data into our CRM, enabling seamless integration and a smooth experience.
- Collaborate in bug reviews and actively contribute to the successful deployment of new releases and system rollouts.
- Demonstrate flexibility by occasionally working late shifts and adapting to a dynamic schedule to meet business needs.
Requirements
- An enthusiastic, self-driven individual who isn’t afraid to dive in and get hands-on with technical challenges.
- Comfortable working with SQL and eager to expand their technical expertise.
- Naturally curious about how things work - from code intricacies to broader business processes.
- A strong communicator who thrives in a collaborative, feedback-rich environment.
- Skilled at multitasking and prioritizing support tickets effectively under pressure.
- Flexible and adaptable, with the important expectation that after a 3-month onboarding period, you will be required to work within a 24/7 support rotation, including late shifts and on-call weekends.
Benefits
- A competitive salary depending on experience
- Take advantage of a substantial shift allowance - 20% for shifts worked Monday through Saturday and 50% on Sundays.
- Offer flexible work arrangements including Hybrid work possibilities
- One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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