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
This is a customer facing technical support position
responsible for resolving technical issues in customer’s in-service
systems carrying live network traffic, as well as issues arising from
deployment or trial projects. The engineer will be responsible for
evaluating problems, troubleshooting, reproducing, determining a
solution, and delivering the solution to the customer.
- The successful candidate will be a member of a team who is
responsible for correcting non-product defect issues in accordance
with the customer’s Service Level Agreements (SLAs), delivering
timely and quality solutions.
- Acquire knowledge of multiple solutions across Ribbon product
portfolio and unique customer networks will be learned to ensure
timely and accurate issue isolation and resolution.
- The successful candidate will be expected to interface directly
with external customers, other vendors, and product support/design
teams when a software fix is required.
- Follow customer processes and rules when performing
troubleshooting in real customer network and lab.
- Technical Support is typically provided remotely via phone, email,
and network VPN connections. Travel is not frequent but may be
required when supporting projects, trials, or other on-site activities.