Technical Support Engineering Sr. Technical Analyst (TECHSPT-EN-TP02)

    • Job Tracking ID: 512052-712270
    • Job Location: Bangalore, IND
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
    • Starting Date: ASAP
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Job Description:

About Ribbon:

Ribbon Communications is a company with two decades of leadership in real-time communications. Built on world class technology and intellectual property, the company delivers intelligent, secure, embedded real-time communications for today’s world. The company transforms fixed, mobile and enterprise networks from legacy environments to secure IP and cloud-based architectures, enabling highly productive communications for consumers and businesses. With 64 locations in 27 countries around the globe, the company’s innovative, market-leading portfolio empowers service providers and enterprises with rapid service creation in a fully virtualized environment. The company’s Kandy Communications Platform as a Service (CPaaS) delivers a comprehensive set of advanced embedded communications capabilities that enables this transformation. To learn more, visit ribboncommunications.com.

 

Position Summary:

Product Support Engineer to support customer deployed Session Border Controller products. The ideal candidate will be responsible for troubleshooting, root causing, and resolving tier 2 level technical issues reported by customer

Experience and Skills:

ESSENTIAL FUNCTIONS 

• Interface directly with customers via phone, email, and IM. 

• Own customer reported trouble tickets filtered through tier 1 support organization and take them to resolution.

• Analyze problem reports, replicated customer environment; reproduce customer issues in our lab.

• Escalate issues / problems root caused as software defects in to Engineering organization as required. Work with Developers to resolve the situation, perform software upgrades

• Must be available on-call

 

QUALIFICATIONS 

  • BS or MS CS/EE or equivalent experience
  • Knowledge of and demonstrated experience in one or more of the following areas of specialization required: VoIP protocols (SIP, H.323, MGCP, RTP/RTCP), H.248, DNS, NAT, RADIUS, SNMP, LAN/WAN data networking architectures and routing protocols, IP Telephony Architectures and, Security and Quality of Service (MPLS/DiffServ).
  • Strong understanding of Linux/Unix
  • Excellent written and oral communication skills.
  • Software experience such scripting, programming will enhance this candidature