Service Engineer - ACE

RingCentral•Denver, CO

About The Position

RingCentral is seeking a Service Engineer to act as the vital link between our customers and our technical core. This role involves collaborating with engineers to resolve technical issues, interacting with customers to understand and analyze their problems, and providing timely and effective solutions. The Service Engineer will deep dive into issues to identify bugs, troubleshoot, and perform root cause analysis, working closely with the development team to understand APIs, web development concepts, and database structures. They will also provide support for product-related queries, ensuring high customer satisfaction, and utilize QA experience to test and validate fixes. Additionally, the role contributes to continuous improvement by identifying recurring issues and suggesting enhancements.

Requirements

3-5 years of experience in a QA and Support role.
Strong problem-solving skills with the ability to debug and troubleshoot issues.
Good understanding of API, web development, and database concepts.
Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
Ability to interact effectively with customers and provide clear, concise communication.
Experience working in a support background, with a focus on analyzing and resolving technical issues.
A collaborative mindset, able to work well with engineers and other team members.

Nice To Haves

Previous experience in a service engineering role.
Familiarity with any specific tools or technologies used in the company’s product suite.
Basic knowledge of scripting or automation in testing environments.

Responsibilities

Collaborate with engineers to assist in resolving technical issues.
Interact with customers to understand and analyze their problems, providing timely and effective solutions.
Deep dive into issues to identify bugs, troubleshoot, and perform root cause analysis.
Work closely with the development team to understand APIs, web development concepts, and database structures.
Provide support for product-related queries and issues, ensuring high customer satisfaction.
Utilize your QA experience to test and validate fixes for bugs and issues.
Contribute to continuous improvement efforts by identifying recurring issues and suggesting enhancements.

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