Sr. Manager, Technical Support

RingCentral•Dallas, TX

About The Position

Say hello to opportunities. 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 currently looking for: A Senior Manager, Technical Support to lead our high-performing Tier 2 and Tier 3 Support Engineering teams. In this critical role, you will be the driving force behind our global support strategy, managing a diverse team across multiple geographic locations to deliver exceptional technical outcomes for our most complex enterprise customers. You won’t just manage a queue; you will architect the future of our technical support experience. You will provide strategic oversight for advanced troubleshooting processes and lead the charge in optimizing workflows to reduce fragmentation and improve sustainable throughput. You will be the bridge between our frontline support, Tier 3 engineering, and the NOC, ensuring that even the most difficult technical moments are met with speed, ownership, and disciplined execution.

Requirements

Proven Support Leadership: Extensive experience leading technical support organizations, with a track record of managing both Tier 2 and Tier 3 level engineers.
Multi-Location Management: 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.
Technical Acumen: A deep understanding of complex technical ecosystems, including telephony, networking (QoS), and API/integrations.
Crisis Management: Experience acting as a "break-glass" path for stalled priority issues, showing visible leadership and calm execution during critical service incidents.
Process Engineering: Ability to design and implement sophisticated operational roadmaps, such as 90-day action plans to establish stronger executive governance and tighten crisis response.

Responsibilities

Strategic Global Leadership: 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.
Advanced Escalation Governance: Define and execute a robust escalation framework for technical, operational, and leadership engagement, ensuring clear accountability and faster coordination across teams.
Operational Excellence: 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.
Cross-Functional Collaboration: Partner closely with Engineering, Product, and Customer Success leadership to align on severity levels, response expectations, and long-term support strategies.
Data-Driven Innovation: 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.

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