About the role
Sr Service Engineer - Phone App (Mobile & Web) Say hello to possibilities. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. Job Description: We are looking for a Senior Service Engineer to troubleshoot complex customer issues and act as a critical bridge between Customer Support and Engineering. This role requires strong debugging, analytical, and customer communication skills to isolate product defects, perform root cause analysis, and drive timely resolution of technical issues. The ideal candidate has a strong support or service engineering background with solid understanding of APIs, web technologies, databases, and distributed systems. Primary
Responsibilities: Troubleshoot and resolve complex customer-reported technical issues across mobile and web applications, APIs, and backend systems. Perform deep technical investigations, root cause analysis, and issue reproduction before escalating to Engineering. Collaborate closely with Engineering, QA, Product, and Support teams to drive timely issue resolution. Analyze logs, traces, API requests/responses, and database records to diagnose problems. Take ownership of customer escalations and ensure resolution within SLA expectations. Validate bug fixes, patches, and configuration changes before deployment. Identify recurring issues and recommend improvements to product reliability, tooling, monitoring, and support processes. Contribute to knowledge base articles, troubleshooting guides, and operational documentation. Minimum