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
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
• Strong organizational and time management
• 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 travel
internationally 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
• 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
• 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.
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
• Author design/architecture documentation to configure,
test and deploy service/feature to production as assigned by
• Participate in project calls from the Planning and
Design stages thru Production deployment for customer assigned
• 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
• Support customer in a Systems Engineer role
responsible for design interaction and expert advice with other
elements interacting w/Ribbon elements.
'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.