Sr Service Engineer - Phone App (Mobile & Web)

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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 Qualifications:

10+ years of experience in Sustenance or maintenance release, Service Engineering, Automation, or Production Support roles.
Strong troubleshooting and debugging skills across mobile and web applications, APIs, and distributed systems.
Good understanding of REST APIs, HTTP protocols, WebRTC, RTP, web technologies, and database concepts.
Experience with log analysis, root cause analysis, and production issue troubleshooting.
Strong customer communication and stakeholder management skills.
Ability to independently manage technical investigations and coordinate across teams.
Familiarity with Agile environments, incident management, and support workflows.
Strong ownership mindset and ability to operate in fast-paced production environments.
Strong advocate of AI-enabled engineering practices with practical experience using AI tools in troubleshooting workflows.

Will be a plus

Previous experience in javascript, react, mobile app (iOS, Android) development.
Previous experience in a service engineering or sustaining 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.

Work Location: Bangalore Hybrid