Tier 3 Support

Say hello to opportunities.

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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We're seeking an exceptional problem solver who thrives on turning our customers' most complex technical challenges into opportunities for innovation and trust-building. Within Contact Center Tier 3, you'll serve as the ultimate technical resource for our contact center customers, combining deep CCaaS expertise with outstanding customer advocacy to resolve issues that demand creativity, technical mastery, and strategic thinking.

This isn't a typical support role-you'll be the trusted advisor when stakes are highest, the technical expert our internal teams rely on for guidance, and the knowledge catalyst who elevates our entire support organization.

Job Duties:

Complex Issue Resolution

• Handle escalated cases requiring deep technical knowledge, advanced troubleshooting, or specialized expertise

• Resolve issues that involve multiple systems, departments, or require root cause analysis

• Address executive customer concerns and high-stakes business-critical situations

Knowledge Development & Transfer

• Document complex issue resolutions

• Develop troubleshooting guides and decision trees for lower tiers

• Conduct training sessions and mentoring for lower tier agents

• Identify knowledge gaps and recommend content creation priorities

Process Improvement

• Analyze recurring escalation patterns and recommend systemic solutions

• Collaborate with product, engineering, and operations teams on issue prevention

• Drive continuous improvement initiatives based on customer pain points

• Optimize escalation workflows and handoff procedures

Cross-Functional Collaboration

• Serve as liaison between contact center partner and technical/product teams

• Participate in incident response and crisis management

• Provide customer insights to inform product roadmap and feature development

• Ability to coordinate cross-functional resources for issue resolution

• Ownership of escalation prioritization and resource allocation

To succeed in this role you must have experience in:

Technical Foundation

• 3-5+ years of hands-on experience with Contact Center as a Service (CCaaS) platform-direct experience with NiCE CXone is highly preferred

• Proficiency in Studio contact center scripting/development environments, with ability to troubleshoot complex call flows and integrations

• Deep understanding of VoIP technology within CCaaS contexts, including SIP protocols, codec configurations, network requirements, and audio quality troubleshooting

• Strong technical troubleshooting methodology, including systematic log analysis, diagnostic tool usage, and structured problem-solving approaches

• Experience documenting complex technical cases with clarity and completeness, creating resources that others can learn from

Customer Excellence

• Exceptional communication skills that enable you to explain technical concepts clearly to diverse audiences-from frustrated end-users to technical architects to executive stakeholders

• Proven ability to de-escalate tense situations and rebuild customer confidence through empathy, transparency, and demonstrated competence

• Talent for developing rapport and trust quickly, even in challenging circumstances where customers may be frustrated or skeptical

• Customer-centric mindset that prioritizes understanding the business impact behind technical issues and balancing urgency with thoroughness

Problem-Solving Excellence

• Creative and analytical thinking that combines technical knowledge with innovative approaches to find solutions when standard procedures fall short

• Pattern recognition skills that identify underlying systemic issues from individual case symptoms

• Comfort with ambiguity and ability to navigate complex, multi-faceted problems without clear playbooks

• Ownership mentality that drives you to see issues through to complete resolution, not just temporary workarounds

Collaboration & Leadership

• Knowledge sharing orientation with genuine enthusiasm for developing others and elevating team capabilities

• Cross-functional collaboration experience, working effectively with Product, Engineering, Operations, and other technical teams

• Process improvement mindset that continuously seeks opportunities to work smarter and serve customers better

• Professional maturity to handle high-stakes situations, executive interactions, and competing priorities with sound judgment

Our Commitment to You

We're building a support organization where expertise is valued, knowledge is shared generously, and every team member has the tools and autonomy to deliver exceptional customer experiences. You'll work in an environment that respects your technical judgment, invests in your continued learning, and recognizes that the best solutions often come from empowering smart people to think creatively.

How We Work

• Proactive communication is our standard-customers, internal stakeholders, and team members always know where things stand

• Process adherence balanced with flexibility-we follow proven frameworks while remaining open to innovation when situations demand it

• Continuous learning culture-we document what we learn, share what we know, and grow together as a team

• Customer outcomes over activity metrics-we measure success by the trust we build and the problems we solve, not just ticket counts

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave

• 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 1:1 coaching, 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.

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.

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. 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.

If you are hired in Colorado, the compensation range for this position is between $85,400 and $139,000 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.

This role has an application deadline of March 8, 2026. Please apply prior to the deadline to be considered for the role.