Global Product Support Engineer - New Grad

    • Job Tracking ID: 512052-608262
    • Job Location: Ottawa, CAN
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Starting Date: ASAP
    • Experience Level.: 0-1 year
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Job Description:

About Ribbon:  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.

Ribbon is looking for a New Grad to join its Unified Communications (UC) Global Product Support (GPS) team to work as part of the Federal and Enterprise program.  GPS provides Tier 2 level support for the UC product line which includes:

  • Application Server which integrates voice, video, instant messaging, presence, mobility, conferencing, and collaboration over any network and any device, including mobiles, tablets, PCs, IP phones, legacy phones, web applets, TVs, and more

  • SPiDR – A WebRTC Gateway which provides a bridge between traditional VoIP networks and the open ecosystem of web applications

Experience and Skills:


The GPS New Grad will be responsible for working closely with Customers, Technical Support (Tier 1 level support), R&D, Global Software Delivery, Trials, other GPS teams, and peers to resolve customer issues.  Major areas of focus:

  • Prime investigations providing timely feedback as to the status of reported issues along with guidance for problem and defect resolution within responsiveness guidelines.

  • Provide telephone, electronic, and on-site technical support assisting the Emergency Recovery (ER) group with product outage recovery and root cause analysis on a flexible schedule as needed.

  • Work with all business functions within RIBBON to drive resolution and closure of customer issues and business requirements balancing software quality with timely delivery of fixes.

  • Set up lab configurations and call flows to reproduce and troubleshoot issues in RIBBON’s labs and customer networks.

  • Work with design teams as the customer representative, defining complete requirements for deliverables.

  • Opportunities exist to update product code, provide defect resolution, and work with R&D and architecture teams on improvements

Education and Qualifications:

  • BS/MS in Computer Science, Computer Engineering, Electrical Engineering or another technical discipline (with computer coursework)

  • Must be driven, enthusiastic, hardworking, a self-starter, eager to learn, and have a strong work ethic

  • Ability to work collaboratively within a team environment

  • Excellent verbal and written communication skills

  • Great problem-solving skills

  • Some programming/scripting experience

  • TCP/IP Networking and troubleshooting

  • UNIX/Linux operating systems

  • Database operations and management

  • Troubleshooting PC/Server hardware and virtualization technologies

  • Java, Perl, and application server technologies (SOAP, REST, SQL)