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
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.