Service Engineer - ACE

About the role

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 Service Engineer who will act as the vital link between our customers and our technical core.

Job 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.

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.

Preferred Qualifications

• 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.

What we offer

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 Engineering team works on high-complexity projects that set the standard for performance and reliability at massive scale.

• What kind of scale?
• Millions of users today and hundreds of millions tomorrow.
• This is your chance to help imagine, develop and deliver products that raise the technological bar, and power human connections.
• If you're a talented, ambitious, creative thinker, RingCentral is the perfect environment to join a world class team and bring your ideas to life.
• 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. 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 $94,850 and $135,500 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.