RingCentral · 1 day ago
Tier 3 Support
Dallas Fort Worth
Full-time
Onsite
Mid, Senior Level
$85K/yr - $139K/yr
3+ years expRingCentral is a leading provider of business cloud communications and contact center solutions. The role involves resolving complex technical challenges for contact center customers while serving as a trusted advisor and technical expert within the organization.
Cloud ComputingCollaborationEnterprise SoftwareMeeting SoftwareSaaSVoIP
Responsibilities
Handle escalated cases requiring deep technical knowledge, advanced troubleshooting, or specialized expertise
Resolve issues that involve multiple systems, departments, or require root cause analysis
Address executive customer concerns and high-stakes business-critical situations
Document complex issue resolutions
Develop troubleshooting guides and decision trees for lower tiers
Conduct training sessions and mentoring for lower tier agents
Identify knowledge gaps and recommend content creation priorities
Analyze recurring escalation patterns and recommend systemic solutions
Collaborate with product, engineering, and operations teams on issue prevention
Drive continuous improvement initiatives based on customer pain points
Optimize escalation workflows and handoff procedures
Serve as liaison between contact center partner and technical/product teams
Participate in incident response and crisis management
Provide customer insights to inform product roadmap and feature development
Ability to coordinate cross-functional resources for issue resolution
Ownership of escalation prioritization and resource allocation
Qualification
Required
3-5+ years of hands-on experience with Contact Center as a Service (CCaaS) platform—direct experience with NiCE CXone is highly preferred
Proficiency in Studio contact center scripting/development environments, with ability to troubleshoot complex call flows and integrations
Deep understanding of VoIP technology within CCaaS contexts, including SIP protocols, codec configurations, network requirements, and audio quality troubleshooting
Strong technical troubleshooting methodology, including systematic log analysis, diagnostic tool usage, and structured problem-solving approaches
Experience documenting complex technical cases with clarity and completeness, creating resources that others can learn from
Exceptional communication skills that enable you to explain technical concepts clearly to diverse audiences—from frustrated end-users to technical architects to executive stakeholders
Proven ability to de-escalate tense situations and rebuild customer confidence through empathy, transparency, and demonstrated competence
Talent for developing rapport and trust quickly, even in challenging circumstances where customers may be frustrated or skeptical
Customer-centric mindset that prioritizes understanding the business impact behind technical issues and balancing urgency with thoroughness
Creative and analytical thinking that combines technical knowledge with innovative approaches to find solutions when standard procedures fall short
Pattern recognition skills that identify underlying systemic issues from individual case symptoms
Comfort with ambiguity and ability to navigate complex, multi-faceted problems without clear playbooks
Ownership mentality that drives you to see issues through to complete resolution, not just temporary workarounds
Knowledge sharing orientation with genuine enthusiasm for developing others and elevating team capabilities
Cross-functional collaboration experience, working effectively with Product, Engineering, Operations, and other technical teams
Process improvement mindset that continuously seeks opportunities to work smarter and serve customers better
Professional maturity to handle high-stakes situations, executive interactions, and competing priorities with sound judgment
Benefits
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
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 1:1 coaching, perks and discounts program
Company
RingCentral
RingCentral is a provider of enterprise cloud communications and collaboration solutions.
5001-10000 employees
H1B Sponsorship
RingCentral has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (63)
2024 (53)
2023 (55)
2022 (76)
2021 (80)
2020 (58)
Funding
Current Stage
Public CompanyTotal Funding
$1.69BKey Investors
Sylebra CapitalAkkadian VenturesHermes Growth Partners
2025-09-12Post Ipo Debt· $1.24B
2023-08-09Post Ipo Debt· $400M
2023-05-25Post Ipo Equity
Leadership Team
Vlad Shmunis
Founder, CEO, Chairman
Vlad Vendrow
CTO
Recent News
2026-01-07
2025-12-25
2025-11-10
Company data provided by crunchbase