Service Engineer - ACE

RingCentral, Inc; Denver (CO); On-site; USD 94,850 - 135,500; Full time

Benefits offered by this job

Medical, dental, vision

401K match

ESPP

Paid time off

Parental leave

Flexible spending

Job summary

RingCentral in Colorado is seeking a Service Engineer to bridge customers and our technical core. You will collaborate with engineers, analyze issues, and deliver timely resolutions.

The role requires 3–5 years in QA and support, strong debugging, API and web development understanding, and clear communication. You’ll contribute to improving our AI-powered product suite and ensure high customer satisfaction.

Qualifications

• 3–5 years in QA and support roles with customer-facing experience.
• Strong problem-solving and debugging abilities.
• Solid understanding of APIs, web development, and databases.
• Owns issues and balances speed with quality under SLAs.
• Clear, concise communication with customers and engineers.

Responsibilities

• Collaborate with engineers to resolve technical issues.
• Interact with customers to understand problems and provide solutions.
• Deep dive into issues to identify bugs and root causes.
• Work with development to understand APIs and databases.
• Provide support for product-related queries and issues.
• Utilize QA experience to test and validate fixes.
• Contribute to continuous improvement by addressing recurring issues.

Skills

QA & Support

API concepts

Troubleshooting

Customer communication

Team collaboration

Job description

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 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 $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.