RingCentral

Senior Manager, Technical Support

RingCentral

full-time

Posted on:

Location Type: Office

Location: Denver • Colorado • United States

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Salary

💰 $85,400 - $122,000 per year

Job Level

Senior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportescalation frameworkworkflow optimizationsupport analyticstelephonynetworkingAPIintegrationsoperational roadmapscrisis response
Soft Skills
leadershipteam managementcross-cultural communicationinspirationaccountabilityproactive ownershipcollaborationproblem-solvingcalm executioncontinuous improvement