Manager, Advanced Support Engineering

| Hybrid
Employer Provided Salary: 72,360-80,400 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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: At RingCentral, our Advanced Support Engineers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic role within the company and will focus on driving results and customer satisfaction. As a Sr Manager, Advanced Support Engineering, you will have a broad and dynamic set of responsibilities from strategy to executing directives. This role requires a passion for building leaders, building relationships, and building teams that will deliver world class results to RingCentral and the customer.
To succeed in this role you must have experience in:

  • Lead, coach and motivate a team of Advanced Support Engineers (ASE) to exceed expectations
  • Team mentorship and guidance of soft skills development through ad-hoc and regular one on ones with team members focused on building team camaraderie and self sufficiency
  • Train staff on company processes, policies and procedures
  • Identify needs for and drive process improvements
  • Delegate authority and responsibility with accountability and follow up
  • Effectively and simultaneously prioritize multiple tasks, projects and deadlines
  • Build and maintain cross-functional relationships and provide feedback as the voice of support
  • Manage customer expectations and experience to deliver high customer satisfaction and increase retention
  • Sets the example for Advanced Support Engineers in areas of personal character, commitment, organizational and solving skills, and work habits


Desired Qualifications:

  • 3+ years in Technical Support and 2+ years managing people in a customer facing environment (2+ years Technical Support management experience preferred)
  • Must be resourceful and can collaborate cross-functionally with teams within RingCentral and partners
  • Intrinsically motivated with an intense curiosity and desire to produce high-quality work
  • Excellent verbal and written communication skills with presentation abilities
  • Ability to handle conflict and drive agreement on decisions in which conflicting opinions may exist
  • Strong problem-solving skills with the ability to analyze data, determine insights and develop processes to drive productivity and efficiencies
  • The ability to drive problem resolution and decision-making based on data
  • Must be a strong leader who can attract, motivate, retain, and develop team members
  • Ability to communicate and empathize with all levels of executives
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • Bachelor's degree or equivalent military and/or work experience


What we offer:

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
  • 401K match and ESPP
  • Flexible vacation
  • Wellness programs including 1:1 coaching and meditation guidance
  • Paid parental and pregnancy leave and new parent gift boxes
  • Family-forming benefits (IVF, Preservation, Adoption etc.)
  • Emergency backup care (Child/Adult/Pets)
  • Parental support for children with developmental and learning disabilities
  • Pet insurance
  • 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


RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
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.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are hired in Colorado, the compensation range for this position is between $72,360.00 and $80,400.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
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An Insider's view of RingCentral

What are some social events your company does?

Outside of holiday festivities, the biggest program is RingCentral Spirit Week in October. Events are planned for everyday of the week and include interactive webinars, global relay runs, philanthropic giving as well as plain ol' fashion fun. We always has a lot of pride, but this week in particular the orange and blue really shine through!

Allyson

Employee Programs, Manager

What projects are you most excited about?

The diversity initiatives I'm most excited about is a values-based interview for prospective folks. Enabling diverse candidates means having diverse interview panels that reflect the company. These will help candidates and hiring managers ensure that there's a values alignment, which is much more prudent than a "culture fit."

Jedd

Diversity Associate

What’s the vibe like in the office?

Working on my team is really fun! It’s very supportive, we help each other out as much as possible. I was able to work on something, have it built, and use it every day - that’s what I like about it here.

Berto

UX/UI Designer

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

Say hello to possibilities.

RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. We know our employees power our success and truly value putting our employees' health, wellness and opportunity, first. We value and foster career development, providing leadership training, education, workshops, and coaching for all employees. In addition, we offer flexible PTO and wide range of wellness programs to keep our employees well balanced and refreshed.

Along with our employee stock purchase plans (ESPP) and stock options, RingCentral offers competing health, vision, dental, disability, life and pet benefits to keep you (and your fur friends) at your best! Our employees also receive access to Rethink - a global benefit providing tools and resources specializing in care for children with learning, social or behavioral challenges. We champion all of our working parents and families with paid parental leave and new parent gift bags.

Culture
Volunteer in local community
Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
Partners with nonprofits
At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Employee awards
Flexible work schedule
We're changing the way the world, works. We offer a flexible work schedule in a hybrid and work from anywhere environment.
Remote work program
RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
In purposeful collaboration with our hiring team, our DEI leaders focus on creating a diverse, unique and inclusive environment that reflect across our employee base and management team.
Mandated unconscious bias training
Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Pan-Asian Network & more, these employee-led ERG’s are a unique part of our culture that we take pride in supporting and growing.
Hiring practices that promote diversity
Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Our pet insurance policy can cover up to 50% of out of pocket expenses.
Wellness programs
Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
Team workouts
Take a break during the day to do your mind and body some good! RingCentral wellness programs offer virtual fitness classes like yoga, zumba & bootcamp. We also host an annual, global relay!
Mental health benefits
Our employees have access to 1:1 wellness coaching, Headspace, TaskHuman along with Listening & Healing sessions with other employees to foster a culture of understanding, belonging and inclusion.
Transgender health care benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
RingCentral makes a matching contribution of 50% of your first 6% deferred.
Company equity
RingCentral offers stock options as a benefit that vest on a quarterly basis.
Employee stock purchase plan
All FTE receive access to purchase company shares at a discounted price.
Performance bonus
Charitable contribution matching
We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
Child Care & Parental Leave
Childcare benefits
We've added Carrot - Inclusive fertility benefit that supports many paths to parenthood.
Generous parental leave
Return-to-work program post parental leave
Company sponsored family events
RingCentral sponsors family oriented events and activities.
Fertility benefits
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development
Job training & conferences
RingCentral offers employees professional development opportunities.
Lunch and learns
Promote from within
Mentorship program
Our "SaaSy" women leadership ERG offers mentor and mentee programs for our employees to learn from each other, share lessons, experiences and foster new and inspiring work relationships at RingCentral
Online course subscriptions available
Personal development training
Virtual coaching services
Apprenticeship programs

Additional Perks + Benefits

We care about taking care of our employees and offering them top tier perks and benefits to fit all of their needs -
offering a wide variety of perks that fit our pillars of wellness: physical, intellectual, emotional, social and financial

What makes our perks special is that they are constantly evolving and adapting to our growing teams - highlighting and celebrating what makes us unique.

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