About Ribbon (Nasdaq: RBBN)
We deliver global real-time communications software and network
solutions to service providers, enterprises, and critical
infrastructure sectors. We engage deeply with our customers, helping
them modernize their networks for improved competitive positioning and
business outcomes in today’s smart, always-on and data-hungry world.
Our innovative, end-to-end solutions portfolio delivers unparalleled
scale, performance, agility and automation and includes optical and
packet networking, core to edge IP solutions, UCaaS/ CPaaS cloud
offers, and leading-edge software security and analytics tools.
To learn more, visit rbbn.com
Ribbon Technical Support (RTS) engineer is a Customer
facing-technical support position responsible of resolving complex
technical issues in customer’s in-service systems carrying live
VoIP/TDM network traffic. RTS engineer is responsible of evaluating,
troubleshooting, reproducing, investigating and determining a solution
using available resources.
- Comply customer’s signed Service Level Agreements (SLAs) by
delivering accurate, timely and high quality solutions. RTS
engineers belong to an international team responsible for correcting
all non-product defect issues in accordance to SLA.
- Documenting all technical activities in a database ticketing
system that allows customers to open and follow up failure reports.
Once cases are solve, they will be close according to customer approval.
- Breadth of knowledge in data networks, including 3rd party
devices, is required to isolate issues quickly in complex and
- Extensive knowledge of multiple Carrier VoIP, applications and
unique customer networks across Ribbon portfolio will be learn to
ensure timely and accurate fault isolation and resolution.
- RTS engineer will interface directly with internal/external
customers, other vendors and Product/Design teams when software
fixes are required. Excellent English language skills are essential
to achieve an effective communications with customers and Ribbon
- Attend direct calls from customers reporting failures and work
with them on getting solutions according to the reported severity.
RTS engineer will normally provide assistance via phone, email/IM by
remotely accessing customer networks.
- RTS engineer is responsible of ensuring customer reports
resolution, updating promptly and timely following high quality
documentation standards to meet customer and corporate standards.