Global Product Support Engineer - New Grad

    • Job Tracking ID: 512052-622481
    • Job Location: Ottawa, CAN
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Starting Date: ASAP
    • Experience Level.: 0-2 years
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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.

Position Title: Global Product Support Engineer - New Grad

Location: Ottawa, Canada

Position Summary:


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.  The right person will be one who is customer-focused, and passionate about solving problems.


The main focus of the role will be direct support of several IP- Linux-based Ribbon Platforms and to a lesser extent, interactions with the Call Processing applications that utilize those platforms. Two main platforms will be supported; GENiUS (ATCA) and Multi-Applications Rack Mounted Servers (MA-RMS) that run Ribbon GENWare middleware (resilient maintenance and management layers on top of carrier-grade Linux). The GENiUS (ATCA) is the foundation for the Ribbon C20 product.

  • Prime the investigation and drive closure for customer issues within RibbonCare responsiveness guidelines.

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

  • Work with all business functions (including Tier One and R&D teams) within Ribbon to drive resolution of customer issues and drive business requirements.



Experience and Skills:



  • Excellent TCP/IP knowledge, network debugging and analysis

  • Knowledge of Linux/Unix systems, database operations and management, either through hands on experience or courseware

  • Excellent problem solving and troubleshooting skills

  • Strong verbal and written communication skills.

  • Must be a team player with the ability to work individually.

  • 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

  • Ability to manage multiple tasks or issues in a dynamic environment

  • Software experience such as scripting, programming will enhance this candidature

  • 24/7 On call support required on a rotational basis

  • Support on weekends and evenings for maintenance windows to minimize impacts in live networks required on an ad-hoc basis

Education/Experience Requirements:

  • University or College graduate in an Engineering discipline or equivalent

  • Demonstrate a strong work ethic through academic achievement and Co-Op and/or Intern experience.

  • Have both hardware and software understanding and knowledge