AVP of Technical Support

RingCentral•Denver, CO

1d•Remote

About The Position

If you’re looking to be part of what’s next in communication, you’re in the right place. At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications. This is where you and your skills come in. We’re looking for a strategic and execution-oriented AVP, Technical Support to help lead one of the most critical organizations in the company. This leader will play a key role in operating and evolving the global technical support function for RingCentral’s UCaaS, CCaaS, and AI-powered product portfolio—driving operational excellence, scalable processes, and exceptional customer outcomes. Reporting into senior leadership, you will partner closely across Product, Engineering, and Customer-facing teams to ensure our support organization delivers consistent, high-quality experiences for enterprise customers. You will also help shape and execute our Premium Support offerings, ensuring we meet the needs of our most strategic accounts. This is an opportunity for a proven leader to drive meaningful impact while helping scale a modern, AI-enabled support organization. RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.

Requirements

12–15+ years of experience in technical support, technical operations, or customer success leadership
5+ years leading large-scale, global support organizations (300–500+ employees preferred)
Strong domain expertise in SaaS, UCaaS, CCaaS, VoIP/SIP, or cloud communications
Experience scaling enterprise or premium support programs with measurable impact on customer satisfaction and retention
Proven ability to operate in complex, high-availability environments supporting enterprise customers
Strong command of support metrics, workforce management, and operational planning
Track record of driving transformation toward proactive, AI-enabled support models
Strong executive communication skills and ability to influence cross-functional stakeholders
Bachelor’s degree required

Nice To Haves

advanced degree or certifications (ITIL, HDI) a plus

Responsibilities

Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring strong customer outcomes and continuous improvement
Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones
Support the design, scaling, and delivery of Premium Support programs, including priority routing, proactive monitoring, and escalation frameworks
Own and improve key support KPIs including TTR, CSAT, NPS, FCR, and SLA/SLO performance
Drive operational rigor and technical excellence across SIP/VoIP, telephony, and SaaS support environments
Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution
Collaborate with Sales, Customer Success, and Finance on support tiering, pricing models, and capacity planning
Execute workforce planning, hiring, and talent development strategies to support business growth
Leverage AI, automation, and tooling to improve efficiency, reduce case volume, and enhance the customer experience
Engage with strategic customers and support leadership in QBRs and escalation scenarios

Benefits

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) 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