Sr. Manager, Technical Support

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. Job 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. To succeed in this role you must have experience in: 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. What we offer (varies between Intern, FTE & Temp-FTE):   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 RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. About RingCentral 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. Visit ringcentral.com to learn more. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you. If you are hired in Colorado the compensation range for this position is between $85,400.00 and $122,000.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.