RingCentral, Inc.
cloud communications, collaboration, and contact center solutions
SeniorServiceEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Service Engineer at RingCentral, Inc.. Skills: troubleshoot complex customer issues, debugging, analytical skills, customer communication skills, isolate product defects, root cause analysis, drive timely resolution of technical issues, support or service engineering background, APIs, web technologies, databases, distributed systems. Troubleshoot and resolve complex customer-reported technical issues across mobile and web applications, APIs, and backend systems.. Perform deep technical in”
Industry & Context.
troubleshoot complex customer issues; debugging; analytical skills; isolate product defects; root cause analysis; drive timely resolution of technical issues; Perform deep technical investigations; Analyze logs, traces, API requests/responses, and database records to diagnose problems.
What They're Looking For.
Must Have
10 + years of experience in Sustenance or maintenance release, Service Engineering, Automation, or Production Support roles., Strong troubleshooting and debugging skills across mobile and web applications, APIs, and distributed systems., Good understanding of REST APIs, HTTP protocols, WebRTC, RTP, web technologies, and database concepts., Experience with log analysis, root cause analysis, and production issue troubleshooting., Strong customer communication and stakeholder management skills., Ability to independently manage technical investigations and coordinate across teams., Familiarity with Agile environments, incident management, and support workflows., Strong ownership mindset and ability to operate in fast-paced production environments., Strong advocate of AI-enabled engineering practices with practical experience using AI tools in troubleshooting workflows.
Nice to Have
Previous experience in javascript, react, mobile app (iOS, Android) development., Previous experience in a service engineering or sustaining 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.
What You'll Do.
Troubleshoot and resolve complex customer-reported technical issues across mobile and web applications
Perform deep technical investigations
and issue reproduction before escalating to Engineering.
API requests/responses
and database records to diagnose problems.
Take ownership of customer escalations and ensure resolution within SLA expectations.
and configuration changes before deployment.
Identify recurring issues and recommend improvements to product reliability
and support processes.
Contribute to knowledge base articles
troubleshooting guides
and operational documentation.
How You'll Work.
Team & Collaboration
Collaborate closely with Engineering, QA, Product, and Support teams to drive timely issue resolution.; coordinate across teams
Communication Scope
customer communication; stakeholder management
Full Job Description
****Sr Service Engineer - Phone App (Mobile & Web)**** **Say hello to possibilities.** **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.** ****Job Description:**** **We are looking for a Senior Service Engineer to troubleshoot complex customer issues and act as a critical bridge between Customer Support and Engineering. This role requires strong debugging, analytical, and customer communication skills to isolate product defects, perform root cause analysis, and drive timely resolution of technical issues.** **The ideal candidate has a strong support or service engineering background with solid understanding of APIs, web technologies, databases, and distributed systems.** ****Primary Responsibilities:**** * **Troubleshoot and resolve complex customer-reported technical issues across mobile and web applications, APIs, and backend systems.** * **Perform deep technical investigations, root cause analysis, and issue reproduction before escalating to Engineering.** * **Collaborate closely with Engineering, QA, Product, and Support teams to drive timely issue resolution.** * **Analyze logs, traces, API requests/responses, and database records to diagnose problems.** * **Take ownership of customer escalations and ensure resolution within SLA expectations.*
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