Service Engineer, Video Products
Want to change the way work…works? This is your moment.
RingCentral Glip integrates messaging with video to make conversation, collaboration and connection more meaningful than ever, no matter where or how people want to work.
RingCentral's cloud-based communications platform connects more than 2 million users around the world, in ways that bring people, ideas, companies and customers together.
The Innovation team is the engine that makes RingCentral go. From Engineering to UX/UI to CloudOps, this is the place where the biggest ideas in cloud communications are imagined, developed, and delivered. If there’s a better way to bring people together, RingCentral Innovation is finding it, iterating on it, and sharing it with the world.
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We’re not just changing the nature of communication and teamwork. We’re winning, together.
The RingCentral Video Service Engineering Team is based at RingCentral HQ in Belmont, CA. We work closely with local Product and other Engineering teams and remote development centers in Odessa, Ukraine, St. Petersburg, Russia and Xiamen, China.
The Senior Video Service Engineer is a hands-on role that will work closely with our Support Teams on one hand to take care of escalations, maintain the Knowledge Base, and with our Engineering Teams on the other hand by giving them triaged, documented and troubleshooted issues to fix.
The successful candidate will have a passion for customer success, plus some experience on real-time communication.
Responsibilities:
Perform hands-on root cause analysis of issues and feedback reported by customers
Engage with customers to fix complex issues that could be solved by our level 3 support team
Escalate, involve Dev/QA/OPS teams by preparing some detailed documented and troubleshooted issues to fix
Provide requirements on the internal troubleshooting tools to re-instrument and prevent future quality degradation
Contribute to product and support knowledge base
Be at the heart of developing new ideas into internal OPS/SRE tools by working closely with advanced technology and high IT professionals
Work alongside and collaborate with OPS, engineering, and SRE teams to deliver internal automation tools, features and internal CRM services
Qualifications:
Bachelor's degree in Computer Science, Computer Engineering or related field and equivalent practical experience.
6+ years’ experience working in operations teams (DevOps, Infrastructure, data centers, NOC, QA, DBA)
Excellent communication skills
Excellent project management skills. Understands the difference between waterfall, agile, scrum and any other project management tools to effectively strike the right balance.
Experience mentoring manager as well as line worker
Deep understanding of the software delivery process with the ability to implement and carry out that process across the organization
Strong experience in planning, architecting and leading software development process and standard methodologies
Experience with complex networking technology including firewalls, VPN, routing, switching, load balancers, monitoring, security and DNS
Expertise in BI, monitoring, and general reporting tools (Grafana, Kibana, etc)
Have advanced level skills in Unix/Linux system and network administration and agile implementation of production systems
Experience managing and coaching team of Technical Operations staff
Ability to nurture and support a strong operations culture: customer/service focus; excellent technology; high quality implementations; self-motivated innovation and problem-solving.
Understanding of the principles of operation and limitations of distributed systems
Understanding of network performance and network protocols
Ability to excel in a team-oriented, collaborative, and fast-paced environment
Self-motivated individual capable of working in a face-pace, dynamic environment
Passion for creating best in class products
Bonus:
Experience with messaging middleware
Experience with audio/video real-time communications
Knowledge of JavaScript and frameworks
Experience with VMWare, AWS or any other relevant cloud technologies
Knowledge of iOS and Android
Experience with MongoDB, Kafka
Experience with WebRTC, RTP, signaling protocols (SIP, XMPP)
Validated experience in voice and data network management and engineering
Strong problem-solving skills, demonstrated ability to make effective decisions
Strong oral communication and interpersonal skills
Strong organizational and management skills
Proven track record to work effectively with customers, contractors, and vendors
Ability to run numerous projects to completion
Ability to meet deadlines and deals efficiently with a fast-paced environment
Benefits and Amenities:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Comprehensive medical, dental, vision, disability, life and pet insurance
Flexible PTO
401K match and ESPP
Wellness programs including virtual yoga, bootcamp, meditation classes and more
Paid parental leave
Milkstork parental account
New parent gift box
Say hello to the future of work. And the end of the resume black hole.
We didn’t create Glip specifically for hiring, but we might as well have. No more wondering if your resume was jettisoned into the vast emptiness of space. Sign up for Glip (it’s free, no downloads,) and discover how smooth, informative and great the hiring process can be. So start meeting on www.Glip.com — and we look forward to connecting soon.
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
RingCentral is headquartered in Belmont, California and has offices around the world.
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.
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