Ribbon Communications is a company with two decades of leadership in
real-time communications. Built on world-class technology and
intellectual property, the company delivers intelligent, secure,
embedded real-time communications for today’s world. The company
transforms fixed, mobile and enterprise networks from legacy
environments to secure IP and cloud-based architectures, enabling
highly productive communications for consumers and businesses. With a
global footprint, Ribbon’s innovative, market-leading portfolio
empowers service providers and enterprises with rapid service creation
in a fully virtualized environment. The company’s Kandy
Communications Platform as a Service (CPaaS) delivers a comprehensive
set of advanced embedded communications capabilities that enables this
transformation. To learn more, visit www.
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.