Technical Support Engineering Specialist

    • Job Tracking ID: 512052-739458
    • Job Location: Remote, USA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Years of Experience: 7 - 10 Years
    • Starting Date: ASAP
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Job Description:

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

  Position Title: Technical Support Engineering Specialist

Location: Remote

Position Summary:

The Resident Support service provides network engineer(s) to serve as on-site support resource(s) for Ribbon Customer.  The on-site engineer can support network verification activities, and following turn-up of the network provide day-to-day fault management support of the Ribbon based network.  In addition, the on-site engineer can assist in managing the day-to-day process of integrating and implementing new elements of the Ribbon based network.  Ribbon' resident engineer(s) work jointly with customer’s personnel in the following activities:

•             Network Verification

•             Support of Trunk Provisioning

•             Provide on-site fault management of the network

•             Installation of new software releases

•             Provide informal customer training

•             Support Customer self-sufficiency transition plan

•             Technical escalation support

Experience and Skills:

This position requires direct interaction with customers, peers, engineering, and sales. This position requires in-depth troubleshooting techniques and fault isolation skills. The person should have in-depth knowledge of Linux, Perl Scripting and Voice Over IP Telephony Architecture and Protocols. In addition, experience with industry standard test and analysis tools (Wireshark, IP Softphones, SIP test tools) is a requirement. The job requires that the individual be able to recreate and isolate customer issues in their particular realm of expertise while working autonomously and with peers. This position requires:
• SIP, H.323, Telephony Routing Translations skill, Security Protocol knowledge, and an in-depth knowledge of signaling protocol standards and usage.
• Experience with Diameter routing and SS7 STP’s is a plus.
• Experience with SalesForce, JIRA and Webex applications
• Ability to build and maintain strong customer service relationships.
• Excellent spoken and written English language skills so being able to converse technically and at a basic level at both an operations and management level both internally and externally.
• Ability to lead and drive problems to the appropriate timely conclusion in effort to resolve and contain customer issues.
• Ability to be a strong team member, build relationships with colleagues and set the example by eager participation.
• Document issues and produce records appropriate for customer and management for Incident Status Reports
• Strong organizational and time management skills.
• Ability to produce technical documentation as required for customer and internal use.
• Ability to work flexibly, due to shifted working hours (uplifted pay).
• Ability to trave at short notice as and when required.
• Holds a current driving license
• BS/MS in Telecommunications/Computer Science or equivalent with a minimum of 8+ years of experience in a technical customer support or professional services role.


Ribbon Customer Resident Engineer Functional Requirements:
• Position requires direct interaction with customers, peers, engineering, and sales.
• Experience with in-depth troubleshooting techniques and fault isolation skills with Ribbon PSX, PSX SWe, EMS, SBC SWe, SBC 7000 and SBC 5400 products.
• Support product software upgrades on customer lab and production installed base of Ribbon products (PSX/EMS/SBC) and future products (Ribbon Protect).
• Support customer in resolving technical issues that arise between Ribbon SBCs and Ribbon Customer’s home grown SIPREC Recording Server (SRS).
• Identify, open and manage technical support cases for any Ribbon products deployed in the customer network in a timely and efficient manner. Be Ribbon Customer’s advocate for escalating product issues back into Ribbon product support and product management.
• Engage Ribbon technical support and R&D as required in addressing product issues including secured remote access to Ribbon products, product log captures configuration changes, test case execution and analysis.
• Review all Ribbon products/solutions technical bulletins plus software release notes and proactively recommend options to address any impacts to the customer’s deployed base.
• Engage with Ribbon Professional Services as require to review and approve network extension and support ongoing product deployment in the Ribbon Customer network. Make recommendations for best practices on deploying and upgrading products to minimize impact to the customer network.
• Author design/architecture documentation to configure, test and deploy service/feature to production as assigned by customer.
• Participate in project calls from the Planning and Design stages thru Production deployment for customer assigned projects.
• Develop in depth knowledge and understanding of the customers network and architectural interfacing with elements up and downstream from Ribbon elements
• Provide full design support of the authored design thru testing phase in the lab as well as FFA testing and production deployment/rollout
• Provide full design support of three customer production networks and address production issues via design workaround or design modifications as required
• Support customer in a Systems Engineer role responsible for design interaction and expert advice with other elements interacting w/Ribbon elements.

 

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.'

US Citizens and all other parties authorized to work in the US are encouraged to apply.