Senior Support Lead

1 month ago

Pennsylvania, United States RingCentral Full time
Job Title: Senior Support Lead

RingCentral is seeking a highly skilled Senior Support Lead to join our Global Service and Support team. As a key member of our team, you will play a pivotal role in ensuring the smooth operation and support of our custom applications.

Job Summary:

The Senior Support Lead will be responsible for managing and triaging application issues, overseeing support processes, and providing expert guidance on support artifacts. You will work collaboratively with cross-functional teams, including development and operations, to ensure that our customers receive exceptional support and service.

Key Responsibilities:
  • Lead the triaging of application issues, ensuring minimal disruption to customers.
  • Coordinate with internal and external stakeholders to prioritize and address issues.
  • Maintain detailed documentation of issues, resolutions, and procedural improvements.
  • Oversee day-to-day support operations, ensuring efficient handling of customer inquiries.
  • Implement best practices and innovative solutions for help desk operations.
Requirements:
  • Bachelor's degree in a relevant field (CS, IT, etc.) or equivalent military and/or work experience.
  • Proven experience in application support, focusing on custom applications.
  • Strong background in AWS, Grafana, and monitoring tools.
  • Excellent customer-facing skills, with the ability to communicate complex technical issues to non-technical stakeholders.
  • Ability to work collaboratively and independently.
  • Experience developing and managing help desk support functions.
  • Familiarity with agile methodologies and working within small agile teams.
  • Relevant certifications in AWS, monitoring tools, or related areas.
  • Strong problem-solving skills and a proactive approach
  • Knowledge of deployment strategies and testing models.
  • Advanced troubleshooting skills.
  • Experience in developing application deployment and release, risk, and change management processes.
  • Expertise in AWS services (EC2, S3, RDS, Lambda, CloudFormation).
  • Basic scripting skills in languages like Node.JS.
  • Familiarity with Docker and Kubernetes.
  • Knowledge of internet applications, networking concepts, load balancing, and cloud best practices.
  • Experience with monitoring tools (CloudWatch, Prometheus, Grafana, Loki).
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
  • Wellness programs including 1:1 coaching and meditation guidance
  • Paid parental and pregnancy leave and new parent gift boxes
  • Family-forming benefits (IVF, Preservation, Adoption etc.)
  • Emergency backup care (Child/Adult/Pets)
  • Pet insurance and Pet Telehealth
  • 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 Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

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 Glassdoor, 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. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

  • Senior Support Lead

    2 months ago

    Pennsylvania, United States RingCentral Full time

    Job Title: Senior Support LeadWe are seeking a highly skilled Senior Support Lead to join our team at RingCentral. As a Senior Support Lead, you will play a critical role in ensuring the smooth operation and support of our custom applications.Key Responsibilities:Lead the triaging of application issues, ensuring minimal disruption to customers.Coordinate...

  • Senior Support Lead

    2 weeks ago

    Pennsylvania, United States RingCentral Full time

    Job Title: Senior Support LeadRingCentral is seeking a highly skilled Senior Support Lead to join our Global Service and Support team. As a key member of our team, you will play a pivotal role in ensuring the smooth operation and support of our custom applications.Job Summary:We are looking for a technical problem solver who can lead the triaging of...

  • Senior Support Lead

    2 weeks ago

    Pennsylvania, United States RingCentral Full time

    Job Title: Senior Support LeadWe are seeking a highly skilled Senior Support Lead to join our Global Service and Support team at RingCentral. As a key member of our team, you will play a pivotal role in ensuring the smooth operation and support of our custom applications.Key Responsibilities:Lead the triaging of application issues, ensuring minimal...

  • Senior Manager Sales Operations Lead

    2 weeks ago

    Pennsylvania, United States TE Connectivity Full time

    Job OverviewAs a Senior Manager Sales Operations at TE Connectivity, you will lead multiple operations teams dedicated to driving and supporting sales and customer growth across the Channel organization. Your primary focus will be on prioritizing team development and fostering an environment conducive to innovation.Key ResponsibilitiesPrioritize team...

  • Senior Business Analyst

    2 months ago

    Pennsylvania, United States American Red Cross Full time

    Meaningful Work at the American Red CrossJob Title: Senior Analyst, Performance AssessmentCompany: American Red CrossThe American Red Cross, a leading humanitarian organization, is seeking a Senior Analyst for Performance Assessment to support their Disaster Cycle Service programs. This role plays a crucial part in evaluating performance and managing metrics...

  • Senior Analyst, Performance Assessment

    4 weeks ago

    Pennsylvania, United States American Red Cross Full time

    Job Title: Senior Analyst, Performance AssessmentAt the American Red Cross, we are committed to delivering high-quality services to those in need. As a Senior Analyst, Performance Assessment, you will play a critical role in leading our Disaster Cycle Service (DCS) program for performance assessment, including metrics, measurement, and performance...

  • Senior Systems Analyst III

    4 weeks ago

    Pennsylvania, United States The Children's Hospital of Philadelphia Full time

    About the RoleWe are seeking a highly skilled Senior Systems Analyst III to join our team at The Children's Hospital of Philadelphia. As a key member of our IT department, you will be responsible for providing advanced level support for our customers, performing system configuration changes and maintenance, and recommending design enhancements and changes...

  • Senior Marketing Manager, Americas

    2 weeks ago

    Pennsylvania, United States Corporate Traveler Full time

    About the RoleWe are seeking a highly skilled Senior Marketing Manager to join our team in the Americas region. As a key member of our marketing department, you will be responsible for developing and executing marketing strategies that drive brand growth and profit.Reporting to the FCM President for the Americas, you will work closely with the senior...

  • Senior Performance Analyst

    4 weeks ago

    Pennsylvania, United States American Red Cross Full time

    Senior Analyst, Performance AssessmentAbout the RoleThe American Red Cross is seeking a highly skilled Senior Analyst, Performance Assessment to lead the Disaster Cycle Service (DCS) program for performance assessment, including metrics, measurement, and performance evaluation. This position operates in support of all pillar and core processes of DCS.Key...

  • Senior Chatbot Developer

    2 weeks ago

    Pennsylvania, United States United Software Group, Inc. Full time

    Job Title: Senior Chatbot DeveloperWe are seeking an experienced Senior Chatbot Developer to join our team at United Software Group, Inc. The ideal candidate will have a strong background in developing chatbots using Microsoft's Bot Framework and Azure services.**Responsibilities:*** Develop intelligent chatbot solutions integrated with the Microsoft...

  • Senior Systems Analyst III

    3 weeks ago

    Pennsylvania, United States The Children's Hospital of Philadelphia Full time

    About the RoleWe are seeking a highly skilled Senior Systems Analyst III to join our team at The Children's Hospital of Philadelphia. As a key member of our IT department, you will be responsible for providing advanced level support for our customers, performing system configuration changes and maintenance, and recommending design enhancements and changes...

  • Senior Analyst, Performance Assessment

    2 weeks ago

    Pennsylvania, United States American Red Cross Full time

    Senior Analyst, Performance AssessmentAs a Senior Analyst, Performance Assessment, you will lead the Disaster Cycle Service (DCS) program for performance assessment, including metrics, measurement, and performance evaluation. This role operates in support of all pillar and core processes of DCS.Key Responsibilities:Design and develop data collection and data...

  • Senior Business Analyst, Performance Optimization

    2 months ago

    Pennsylvania, United States American Red Cross Full time

    About the RoleThe American Red Cross is seeking a highly skilled Senior Business Analyst, Performance Optimization to lead the Disaster Cycle Service (DCS) program for performance assessment. This role will be responsible for designing and developing data collection and analysis processes to monitor and improve DCS programs and processes.Key...

  • Senior Copywriter

    2 weeks ago

    pennsylvania, United States BioTalent Full time

    Job Title: Senior Copywriter/Copy Supervisor – Market AccessCompany: Market Access Consultancy Location: Pennsylvania (On-Site Required, once a week)Role Overview:We seek an experienced Senior Copywriter/Copy Supervisor with market access expertise to create compelling, compliant content for various channels, including digital, print, and presentations....

  • Senior Director, Clinical Development

    4 weeks ago

    Pennsylvania, United States Fraser Dove International Full time

    Senior Director, Clinical Development - Respiratory OpportunityFraser Dove International is partnering with a leading pharmaceutical organisation to find a visionary leader to oversee the execution and management of global clinical programs in the respiratory field.This is an exceptional opportunity to lead cross-functional clinical development teams, manage...

  • Senior Java Developer

    1 week ago

    Pennsylvania, United States Centraprise Full time

    Job Title: Senior Java DeveloperJob Description:We are seeking a highly skilled Senior Java Developer to join our team at Centraprise. The ideal candidate will have a strong background in Java application development, with a minimum of 9 years of experience in end-to-end development. Key Responsibilities:- Develop high-quality Java applications using Java...

  • Senior Geotechnical Engineer

    4 weeks ago

    Pennsylvania, United States Insight Global Full time

    Job Title: Senior Geotechnical EngineerInsight Global is seeking a highly experienced Senior Geotechnical Engineer to join our team in Pittsburgh, PA. As a key member of our engineering consulting team, you will provide technical expertise and leadership on various geotechnical and engineering design projects for commercial and industrial clients in the PA,...

  • Senior Salesforce Developer

    1 month ago

    Pennsylvania, United States Fulton Financial Corporation Full time

    Job SummaryFulton Financial Corporation is seeking a highly skilled Senior Salesforce Developer to lead the development, configuration, administration, and support for our Salesforce implementation. The ideal candidate will have extensive experience with Salesforce Lightning, Custom Lightning Web Components, Flows, and Flow Builder, as well as APEX and APTEX...

  • Senior Analyst, Performance Assessment Specialist

    1 month ago

    Pennsylvania, United States American Red Cross Full time

    Senior Analyst, Performance AssessmentAs a Senior Analyst, Performance Assessment, you will lead the Disaster Cycle Service (DCS) program for performance assessment, including metrics, measurement, and performance evaluation. This role operates in support of all pillar and core processes of DCS.Key Responsibilities:Design and develop data collection and data...

  • Senior Business Analyst, Performance Optimization

    2 months ago

    Pennsylvania, United States American Red Cross Full time

    About the RoleThe American Red Cross is seeking a highly skilled Senior Business Analyst, Performance Optimization to lead the Disaster Cycle Service (DCS) program for performance assessment. This role will be responsible for designing and developing data collection and analysis processes to monitor and improve DCS programs and processes.Key...