Senior Technical Support Engineer

Job Description:

About Sonus:

Sonus brings the next generation of Cloud-based SIP and 4G/VoLTE solutions to its customers by enabling and securing mission critical traffic for VoIP, video, IM and online collaboration. With Sonus, enterprises can intelligently secure and prioritize real-time communications, while service providers can deliver reliable, secure real-time services for mobile, UC and social applications. Sonus offers an award-winning portfolio of hardware-based and virtualized Session Border Controllers (SBCs), Diameter Signaling Controllers (DSCs), Network-as-a-Service (NaaS) capabilities, Policy/Routing servers and media/signaling gateways.

Position Summary:

• Interface directly with customers via phone, email, and IM. 

• Own customer reported trouble tickets filtered through tier 1 support organization and take them to resolution.

• Analyze problem reports, replicated customer environment; reproduce customer issues in our lab.

• Escalate issues / problems root caused as software defects in to Engineering organization as required. Work with Developers to resolve the situation, perform software upgrades

• Must be available on-call

Experience and Skills:

·         BS or MS CS/EE or equivalent experience and 2+ years in product support engineering within telecommunications and/or data communications.

·         Must be familiar with carrier class networking and telephony environments with an emphasis on next generation IP services

·         Knowledge of and demonstrated experience in one or more of the following areas of specialization required: VoIP protocols (SIP, H.323, MGCP, RTP/RTCP), H.248, DNS, NAT, RADIUS, SNMP, LAN/WAN data networking architectures and routing protocols, IP Telephony Architectures and, Security and Quality of Service (MPLS/DiffServ).

·         Strong understanding of Linux/Unix with considerable exposure to shell scripting.

·         Strong understanding of database (mysql, psql)

·         Excellent organizational skills.

·         Excellent written and oral communication skills.

·         Software experience such scripting, programming will enhance this candidature

·         Prior experience with Q-series SBC (formerly GENBAND SBC) desirable