Senior Service Engineer

Technology Stack:

SQL, SIP, VoIP, WebRTC, Python, Bash, Java, Javascript



Senior Service Engineer

JettyCloud looks for IT professionals on behalf of RingCentral to join its team in Sofia.

RingCentral Bulgaria is a new European branch of an American company RingCentral. JettyCloud is a software R&D center that works for RingCentral. Due to our long-term partnership, we help the company to find talented engineers who will work on #1 cloud communications solution.

RingCentral builds a high-available cloud-based contact center that combines all kinds of telephony features and many digital communication channels with customers (WhatsApp, Facebook, Twitter, email, SMS, etc.) into one service. We develop a modern and reliable product that helps companies be closer to their customers and respond to their requests as quickly and efficiently as possible. 

We are looking for a Senior Service Engineer to join our team.

In this position, you will work on complex technical problems reported on Ring Central Engage Contact Center platform. You will be dealing with latest cloud technologies and collaborate with internal teams including product owners, architects, engineering teams among others.

You should be motivated, organized, excited about technology and SaaS products, a thorough critical thinker, and relentless when it comes to investigating and solving complex, business-critical problems. Our culture is motivational, constructive, and positive. We value teamwork, camaraderie, and collaboration. If you’re up for a fun challenge, we want to hear from you.

You are going to:

  • Investigate/troubleshoot cloud telephony, server, and application-level issues on the Ring Central Engage Contact Center platform.

  • Actively participate in escalation management, incident management, and in root cause analysis of the reported issues.

  • Become a technical product expert, develop a deep understanding of Ring Central Engage Platform and codebase.

  • Solve complex technical issues with minimal supervision.

  • Suggest and develop internal tools to enhance monitoring and troubleshooting.

  • Work closely across various functions in the overall organizations to ensure issues resolution and customer satisfaction.

Our expectations:


  • Bachelor's degree in Computer Science, Engineering or equivalent work experience.

  • 3+ years of working with enterprise grade commercial cloud based applications.

  • Excellent knowledge of media technologies like SIP, VoIP, WebRTC, media gateways.

  • Strong proficiency in log analysis and database technologies.

  • Proficiency with at least one scripting language (Bash, Python, etc).

  • Knowledge and understanding of JVM runtimes.

  • Experience with Java and Javascript.

  • Basic SQL knowledge.

  • Strong communication and collaboration skills.

  • Deep understanding of troubleshooting methodologies.


  • Software engineering or commercial production application support experience.

  • Experience of Service Engineering in Telecom.

  • Experience with commercial Contact Center offerings and components (PBX, ACD, IVR, Analytics etc).

  • Hands-on experience and good understanding of the public cloud technologies (an explicit knowledge of AWS is a plus).

We offer:

  • Well-coordinated professional team.

  • Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.

  • Additional Health and Life Insurance Package.

  • Employee Assistance Program.

  • 25 vacation days.

  • ReBenefit Platform Account with 400BGN value monthly.

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