Product Support Engineer

Job Description:

Ribbon is a global leader of Next Generation Network (NGN) solutions, helping fixed, mobile and cable service providers around the world evolve communications networks through IP innovation. The company offers the industry’s most comprehensive, standards-based switching portfolio, with products deployed in over two-thirds of the world’s 100 largest service provider networks. Headquartered in Plano, Texas, Ribbon operates Centers of Excellence globally and serves customers and partners in more than 80 countries.

SUMMARY 

Ribbon provides a comprehensive support strategy for all product purchases through the company. The crucial elements, our technical assistance center, hardware repair or replacement options, plus access to software maintenance are combined into a convenient RibbonCare support package. RibbonCare offers the following benefits:

• Remote support for troubleshooting and problem resolution of technical issues

• Access to Ribbon expertise for product knowledge regarding system usage

• Secure website for online customer service

• Technical information distribution

Ribbon Product Support is looking for an enthusiastic and innovative individual to join its team of highly skilled engineers supporting Ribbon’s leading-edge products. The team is responsible for resolving critical customer issues by working closely with R&D and assisting Tier 1 support organizations. The ideal candidate will enjoy working in a fast paced high pressure environment on the leading edge of technology, working with some of world’s largest telephone carriers.

Some of the responsibilities of the team include:

1. Prime the investigation and drive closure for customer issues within RibbonCare responsiveness guidelines.
2. Provide telephone, electronic, and on-site technical support assisting the Emergency Recovery (ER) group with product outage recovery and root cause analysis.
3. Work with all business functions within Ribbon to drive resolution of customer issues and drive business requirements.

ESSENTIAL FUNCTIONS

• Programming and code debugging experience in C++. Embedded systems and Windows-based IDE’s.
• Strong verbal and written communication skills.
• Excellent problem solving and troubleshooting skills.
• Knowledge of Linux/Unix  systems
• Excellent TCP/IP knowledge, network debugging and analysis
• Must be a team player with the ability to work individually.
• Knowledge of Cloud computing and virtualization, database operations and management are considered assets
• Interface directly with customers via phone, email, and IM. 
• Able to learn and adapt to new services, systems and technologies
• Self-motivated, customer oriented and able to work effectively in a time critical environment and as part of wider geographically dispersed team
• 24/7 On call support on a rotational basis
• Support on weekends and evenings for maintenance windows to minimize impacts in live networks required on an adhoc basis

Experience and Skills:

QUALIFICATIONS

• Demonstrate a strong work ethic through academic achievement and Co-Op and/or Intern experience.
• Have proven team work skills and technical competence.
• Is highly motivated.
• Have both hardware and software understanding and knowledge
• Is committed to building a productive and fun environment.

• Strong understanding of Linux/Unix
• Excellent organizational skills.
• Excellent written and oral communication skills.
• Software experience such scripting, programming will enhance this candidature

EDUCATION AND EXPERIENCE

• University or College graduate in an Engineering discipline or equivalent.