New Grad Global Support Engineer_Session Border Controller (SBC)

    • Job Tracking ID: 512052-649603
    • Job Location: Ottawa, CAN
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
    • Starting Date: ASAP
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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. 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 64 locations in 27 countries around the globe, the company’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



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.


We have need for Product Support Engineer to support customer deployed Session Border Controller products. The ideal candidate will be responsible for troubleshooting, root causing, and resolving tier 2 level technical issues reported by customers. 



The main focus of the role will be direct support of Ribbon Session Border Controller (SBC) Products. 

  • 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.
  • Analyze problem reports, replicate customer environments, reproduce customer issues in our lab and resolve issues in customer networks.
  • Escalate issues / problems root caused as software defects in to Engineering organization as required
  • 24/7 On call support required on a rotational basis.


Experience and Skills:


  • Strong understanding of database (mysql, psql)
  • Excellent written and oral communication skills.
  • Software experience such scripting, programming will enhance this candidature
  • Support on weekends and evenings for maintenance windows to minimize impacts in live networks required on an ad-hoc basis
  • 24/7 On call support required on a rotational basis
  • TCP/IP knowledge, network debugging and analysis.
  • Knowledge of Linux/Unix systems, database operations and management, either through hands on experience or courseware.
  • Problem solving skills, self-organized, effective time management, service and customer oriented attitudes are required.
  • Strong verbal and written communication skills.
  • Knowledge of SIP protocol an asset.
  • Must be a team player with the ability to work individually.
  • Develop the ability to work under pressure by having a strong attention to details on complex and critical situations while remaining focused.
  • 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.


  • BS or MS CS/EE or equivalent experience and 0-2 years’ practical experience within telecommunications and/or data communications.
  • Knowledge of and demonstrated experience in one or more of the following areas of specialization would be considered and asset: 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).